Client Success Manager

2 months ago

Sydney, Australia emarsys eMarketing Systems Full time

**Position**

**Client Success Manager**

**Department**

Client Services

**Reports to**

Client Success TL/Director

**Stand-in**

Local Client Success Team

**Overall purpose and objectives**

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 the Clients´ goals and demonstrating how our technology and services can drive business results as well as guiding our Clients 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. These Clients typically have a low digital marketing maturity and high growth potential. 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. You are capable to know when to call on internal specialized resources (Professional Services Team, Technical Team) when required.

**Main tasks and duties**
- 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 and Marketing 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
- 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

**Further tasks**
- Stay up to date with industry trends/updates.

**General requirements**
- A highly energetic individual with a passion for technology and everything digital, experienced in a results driven role.
- Knowledge in the online marketing space.
- Comfortable in a fast-paced, high-growth environment.
- Demonstrated ability to deal with change, think strategically, and make complex decisions.
- Excellent Client management skills, building relationships and Client advocate for product enhancement process.
- Great negotiation and strong communication skills (written and verbal).
- Strong problem solving skills, customer focused with a positive attitude.
- Strong technology skills. You should be able to do complete product demonstrations and credibly discuss technical topics such as data integration, XML APIs, etc.
- Confidence in presenting to large groups of people.
- Process and task oriented; very organized and diligent.
- Self-motivated but able to work as part of a team.
- Proficiency in local language and English is a prerequisite.
- Experience in using Salesforce or other CRM tools.
- Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, Power Point).

**Work environment**
- Travel required

(The role will be split between office based work and regular client visits to the accounts within your portfolio)

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