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Customer Success Manager

ScribbleLive is seeking a digitally savvy, Customer Success Manager.  Your primary role will be to support and grow our ever-increasing portfolio of corporate brand and media accounts. Your focus will be driving product adoption by illustrating platform value to your customer portfolio. In this role, you will inspire some of the world’s leading publishers and brands to embrace the next generation of content engagement. Based in Berlin, this role reports to the Director of Customer Success and provides significant opportunity for future growth and expansion.

If you love digital journalism, content marketing and publishing, thrive in high growth environments, are excited to join a world-class team, and regularly seek out opportunities to stand out from the crowd, we’d love to hear from you!

Responsibilities:

  • Manage and monitor a portfolio of top tier media accounts and corporate brands 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 they relate to the ScribbleLive platform.
  • 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.
  • 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.
  • Be the internal voice for the customer within the company.

Qualifications:

  • 3+ years of experience in a digital role (Newsroom, SaaS, or Agency experience preferred).
  • Bachelor’s degree in Communications, Business, Digital Marketing or relevant field preferred.
  • Must be fluent in English + additional European language, French is a plus
  • Experience working with editorial teams and media organizations
  • Based in Berlin
  • Proven ability to form strong client relationships within all levels of the organization up to C-level.
  • Experience working with a CMS and social media platforms
  • Ability to analyze and interpret customer metrics and generate reports as required.
  • 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 can do attitude.
  • Demonstrated ability to work well in a closely-knit team.
  • Ability to travel in Germany and within Europe.
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