Client Success Manager

Clients are the lifeblood of Emarsys and the Client Success Manager is responsible for the Satisfaction, Retention and Growth of those Clients.
The Client Success Manager will turn our Clients into Emarsys advocates by understanding their Clients goals and demonstrating how our technology and services can drive business results as well as guiding them to get the most out of their investment in our Client Engagement Platform.
We want to ensure Client satisfaction from understanding their objectives and KPI’s and delivering value based solutions to help our Clients exceed them.
You will monitor Client adoption and usage of our platform and services and reduce churn through making sure our platform sits at the core of their Customer Engagement Marketing.
By understanding your portfolio of clients you will be responsible for the growth in their committed Monthly Recurring Revenue and their Billed Revenue by using your knowledge of Emarsys solutions and marketing concepts to introduce new technologies and services into senior stakeholders within your client base.
YOUR AREA OF RESPONSIBILITIES Own the ultimate success of a portfolio of Emarsys’ Clients by taking responsibility for the Satisfaction, Retention and Growth of each account.
Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.
Work with the Senior Stakeholders of your account portfolio to understand and assess their business objectives and promote Emarsys’ value and ROI through adoption and usage of our solutions.
Manage and constantly improve the on-going client relationship for all of your assigned accounts by working with Technical Client Services, Professional Services and Strategic Services to deliver a best in class customer experience to all of your clients and act as the point of escalation for client-specific issues if they affect the relationship and/or revenues Use your knowledge of digital marketing best practice and Emarsys solutions to oversee client growth and deliver a return on the clients Emarsys investment.
Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities.
Take ownership of the transfer of information from Product Development, Marketing and Strategy teams to your portfolio of clients to drive upsell and cross selling opportunities and secure our long term revenue stream through the timely renewal of client contracts.
Consistently and regularly use Salesforce & other information systems to provide timely and accurate forecasting and reporting of activity.
Conduct regular satisfaction surveys and follow up on low satisfaction scores until a positive resolution for the Client can be achieved YOUR PROFILE A high energy individual with a passion for technology and everything digital, ideally with a background in Marketing Technology or SaaS Experience in a quota & results driven role Comfortable in a fast-paced, high-growth environment Excellent Client management skills and strong communication skills Demonstrated ability to deal with change, think strategically, and make complex decisions Confidence presenting to large groups of people Process and task oriented; very organized and diligent.
A positive attitude.
Tech affinity: You should be able to do complete product demonstrations and credibly discuss technical topics such as data integration, XML APIs, etc.
WHAT WE OFFER Join a fresh faced, globally diverse company, with truly impressive cutting-edge machine learning and artificial intelligence (AI) cloud technology A tangible opportunity to build your tech career and work with seriously talented individuals in the industry - both nationally and worldwide An energizing and modern work environment in the heart of Downtown Indianapolis Casual dress guidelines and an on-site gym At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences.
If your job profile closely aligns with our essential requirements and business need, we encourage you to apply.
We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.