Enterprise Client Success Manager

Position

Enterprise Client Success Manager (eCSM)

Department

Client Success

Reports to

Client Success Director/Team Lead

Stand-in

Local Client Success Team

Overall purpose and objectives

Emarsys Customer Engagement Solutions are used by some of the world’s leading brands and our business is constantly changing to make sure we adapt to the needs of these great businesses.

The Enterprise Client Success Manager (eCSM) is responsible for the Satisfaction, Retention and Growth of selected strategic/key clients in their portfolio and will turn these 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 Customer Engagement Solution.

Being the most senior role as an Individual Contributor the eCSM is key in managing high profile group customers on an international level and support global business structures.

eCSMs ensure client satisfaction by understanding their business objectives and KPI’s and delivering value-based solutions to help our clients exceed those goals. The ability to understand client's business and align to Emarsys solutions requires advanced digital marketing maturity. eCSMs will monitor Client adoption and utilization of our platform, services, and reduce churn by building relationships with clients in the assigned portfolio and acting as their trusted advisor.

Main tasks and duties
- Own the ultimate success of a portfolio of Emarsys’ Clients by taking responsibility for Satisfaction, Retention and Growth of each assigned customer.
- Run strategic engagements up to customer’s c-level contacts to ensure smooth renewals in Emarsys’s most valuable customer base.
- Become the expert on your client’s business objectives, marketing goals, pain points, and overall organizational structure to ensure the Emarsys platform provides value to the client. Follow Emarsys Enterprise touchpoint cadence for all assigned accounts. 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.
- Advocate client projects internally, manage internal teams and escalate to senior stakeholders as necessary.
- Create new opportunities through your knowledge of client’s strategic objectives. Identify efficiencies through automation and deeper integration of the Emarsys platform into their marketing operations.
- Act as the point of escalation for client-specific issues if they affect the relationship and/or revenues.
- Own risk resolution and/or management of people/resources to achieve resolution
- Leverage industry knowledge of digital marketing best practice and Emarsys solutions to consult on client growth strategies.
- Use your relationships with clients to create advocacy within your portfolio to drive testimonials, case studies and references to create new business opportunities. Additionally, drive client attendance to company events and webinars
- 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.
- Forecast renewal and cross-sell/upsell opportunities to the business
- Consistently and regularly use Salesforce & other information systems to provide timely and accurate forecasting and reporting of activity.
- Develop and constantly improve in depth industry knowledge about your client’s industry as well as their individual business to be their trusted advisor

General requirements
- Minimum 5 years’ relevant experience in Customer Success and/or Account Management in the SaaS industry
- BA or MA degree in communications, languages, economics, social sciences, or related studies
- Process and task oriented; very organized and diligent.
- Self-motivated but able to work as part of a team.
- A positive attitude.
- Comfortable in a fast-paced, high-growth environment
- Demonstrated ability to deal with change, think strategically, and make complex decisions.
- Confidence in speaking and presenting to senior level and large groups of people. Deep knowledge of marketing world with experience in the digital marketing sector
- Experience in a quota & results driven role. Excellent Client management, communication, and negotiation skills (written and verbal)
- Ability to manage internal and external stakeholders and hold them accountable against commitments to achieve goals (e.g. problem resolution, up
- & cross-selling, renewal etc.)
- Strong technology skills. You should be able to do complete product demonstrations and credibly discuss technical topics such as data integration, XML, APIs, etc.
- Thorough knowledge of MS Office software (e.g., Project, Access, Excel, Word, Power Point).
- Experience in using Salesforce or