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Customer Success Manager

ScribbleLive is seeking an enthusiastic, digitally savvy, customer-focused addition to the Customer Success Team to support and grow our portfolio of corporate brand and media accounts. Your focus will be driving product adoption and illustrating platform value to your customer portfolio. In this role you inspire some of the world’s leading brands to embrace real time content marketing. Based in New York City, this role reports to the VP Customer Success and provides significant opportunity for future growth and expansion.

If you thrive in high growth environments, are excited to join a world-class team, and regularly seek out opportunities to stand out from the crowd as our next Customer Success Manager, we’d love to hear from you!

Responsibilities and Deliverables           

  • Manage and monitor a portfolio of top tier corporate brands and media accounts on a daily basis.
  • Become a ScribbleLive platform expert highlighting key features, functionality and platform updates.
  • Understand customer’s business goals and objectives and how it relates to the ScribbleLive platform.
  • Provide strategic recommendations based on customer’s objectives and industry best practices.
  • Develop and maintain a trusted advisor relationship with key client stakeholders within an assigned portfolio.
  • Establish and oversee the customer’s training of the ScribbleLive platform as well as the adoption of best practices to drive incremental value.
  • Collaborate closely with the sales team to identify and manage contract renewals and upsell opportunities.
  • Liaise with internal cross-functional teams (Development, Support, Product, Sales, Marketing, Training) to ensure timely resolution to customer requests.
  • Provide project management for all customer initiatives.
  • Be the main point of contact for escalations that impact the customer’s success.
  • Build a strategy for your accounts to drive loyalty and maximize customer retention.
  • Articulate results and report on effectiveness of ScribbleLive platform to demonstrate ROI.
  • Stay informed of content marketing, emerging technologies and competitive offerings in the media, corporate and real-time content creation space.
  • Be the internal voice for the customer within the company.

Qualifications

  • 5+ years of experience in digital marketing or digital marketing SEO role (SaaS or Agency experience preferred).
  • Bachelor’s degree in Business, Digital Marketing or relevant field.
  • Proven ability to form strong client relationships within all levels of the organization up to C-level.
  • Solid understanding of: Web development, HTML, JavaScript, and web protocols. (Nice to have).
  • SEO and digital analytic platforms (Google Analytics, Omniture, etc.).
  • Mobile, industry, trends and best practices.
  • CMS and social media platforms.
  • Ability to analyze and interpret customer metrics and generate reports as required.
  • Strong account management and post-sales customer service experience.
  • Exceptional presentation, written and oral communication skills.
  • Strong organizational skills with the ability to multitask.
  • A positive attitude and ability to excel under pressure.
  • Demonstrated ability to work well in a closely knit team.
  • Ability to travel.
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