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Associate Customer Success Manager

 

ScribbleLive is more than just a software company.  We are committed to helping companies win through content.  We help our customers transform their businesses by thinking about content differently.  Regardless of the type of business that is operated, media, sports or a brand business, content can become a key essential asset that enables companies to lead and win within their market sector.  Let us show you why over 1000 businesses globally including RedBull, Dell, NBA, Bank of America, Yahoo and Bayer have decided to use ScribbleLive’s content experience platform to deliver superior results with their content.

Based in Berlin, ScribbleLive is seeking an enthusiastic, digitally savvy, customer-focused junior 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 production and planning strategic content marketing. The role reports to the Director of Customer Success (EMEA) and provides significant opportunity for future growth and expansion.

Responsibilities:

Manage and monitor a portfolio of top tier corporate brands and media accounts on a daily basis.

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 on-boarding and usage of the ScribbleLive platform as well as the adoption of best practices to drive incremental value.

Liaise with internal cross-functional teams (Development, Support, Product, Sales, Marketing, Training) to ensure timely resolution to customer requests.

Provide project management for customer initiatives around onboarding and training.

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 within the fields of content marketing, emerging technologies and competitive offerings within the media, corporate and real-time content creation space.

Be the internal voice for the customer within the company.

 

Requirements

2 years of experience in a digital role; sales or account management experience is SaaS or Agency preferred

Bachelor’s degree in Business, Digital Marketing or relevant field preferred. (In lieu of degree, relevant skills or equivalent experience).

Solid understanding of: Web development, HTML, JavaScript, and web protocols. (Nice to have)

Client-focused service orientation.

Exceptional presentation, written and oral communication skills.

Strong organizational skills with the ability to multitask.

Ability to travel within Europe.

German Language in addition to English is mandatory.  Additional European languages are a plus.

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