Customer Success Manager

Launch Metrics New York City , NY 10010

Posted 2 months ago

We are a Marketing Platform and Analytics Solution to help Fashion, Luxury and Cosmetics professionals discover, activate and measure the voices that matter for their brands.

Founded in NYC with operating headquarters in Paris, and offices in London, Milan, Los Angeles, Tokyo, Madrid, Girona and Craiova; we work with over 1,000 brands in more than 100 countries as well as partners like IMG, the Council of Fashion Designers of America, the British Fashion Council, Pitti Uomo, and Google to accelerate their business and build lasting exposure. Our company's industry communities GPS Radar & Style Coalition bring together over 50,000 influencers, editors, buyers and more to share content, events, news, images and more.

ROLE:

The Customer Success Manager will be responsible for the relationship with our customers and influencing local business activities relating to customer relations. This role is responsible for managing key client relationships and ensuring client adoption, satisfaction, and retention across the board.

RESPONSIBILITIES:

ACCOUNT MANAGEMENT

  • Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.

  • Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customisations and/or integration requirements.

  • Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Salesforce and is kept up-to-date regularly.

  • Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.

  • Gather local client feedback and deliver feedback to product teams and to help prioritise projects and shape product roadmap.

  • Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.

  • Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.

  • Identify opportunities for upsell and cross sell and nurture them through to handover to the sales team.

  • Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.

OBJECTIVES:

  • Renewal rate in number of customers and revenue in excess of 105% through:

  • Risk mitigation and churn reduction

  • Identifying up-sell and cross sell opportunities and nurturing these through to handover to sales

WHAT WE'RE LOOKING FOR:

  • Experience working in the Fashion industry is desirable.

  • Bachelor's degree or equivalent experience in business, or related field.

  • Minimum 2 years previous experience in Customer Success or On-boarding.

  • Exposure to global Customer Service and understanding of international markets is desirable.

  • Experience with delivering on-site training and webinars and/or pre-sales demonstrations strongly preferred.

  • Ability to perform within a fast-paced, multi priority setting.

  • Customer-first mentality; ability to empathise and build customer loyalty.

  • Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration. Previous experience with technical integrations preferred.

  • Strong critical thinking, analytical, and complex problem-solving skills.

  • Highly motivated, "do-er" with a strong sense of collaboration, ownership, urgency and drive.

  • Excellent interpersonal skills for phone troubleshooting and writing skills through email.

  • Excellent time management and communication skills.

WHAT CAN WE OFFER?

  • A fantastic opportunity to be part of a company that has revolutionized industries

  • A chance to work with a passionate, driven and fun team

  • An incredible work environment - fun, casual and fast-paced

  • Weekly team lunches

  • Monthly team activities and outings

  • Summer Fridays

  • We work remotely the week between Christmas and New Year's

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Customer Success Manager

Launch Metrics