Customer Success Manager
3 weeks ago
Nuvolum combines innovative, data-driven strategy with advanced execution to help our clients grow their business and brand. We bring new ideas to our clients across the United States, Canada, and Australia, allowing them to exceed their goals and set themselves apart from their competitors in a profound and demonstratively superior way.
Our full-service, integrated marketing and PR firm takes pride in everything we do. Our diverse and talented team is inspired to bring ideas forward, keep learning, and provide continuous mutual support. We champion each other’s successes and lean in when challenges need solving. We foster a team atmosphere and a friendly environment, so every member can rise to the occasion and exceed our clients’ expectations.
We’re looking for experienced Customer Success Managers to address daily client needs, communicate win’s, and drive the execution and implementation of our client’s strategic plans. Ideal candidates for this role are detail-oriented, excellent communicators, skilled in project management, meeting deadlines, and going above and beyond to meet and exceed client expectations.
Our Customer Success Managers work hand-in-hand with our clients to understand their goals, KPIs, projects, campaigns and work to develop an airtight plan to meet their objectives. They know the right questions to ask to tease out minute details, discover blind spots and can work across all departments in the organization to see through on client objectives. Customer Success Managers are expected to have a regular cadence of communication with clients, address needs expeditiously, understand the clients market, growth plans, goals, and opportunities. Customer Success Managers proactively communicate the clients win’s and are able to strategically navigate high level conversations.
Duties and Responsibilities include, but may not be limited to:
- Manage multiple client projects, from inception through maintenance and completion
- Collaborate with organizational leadership as needed in ideation and development of programs and campaigns in response to client requests
- Demonstrate expertise in all matters relevant to your book of business, including escalation and troubleshooting to resolve client issues
- Act as the primary client contact for project implementation, to communicate project statuses, blockers, deadlines, and wins
- Be highly organized with exceptional follow-up skills to manage multiple opportunities at any given time. Have CRM experience, preferably with Salesforce
- Retain responsibility for tracking, reporting, and maintaining initiatives as directed to support the strategic goals of the client
- Learn your client's business and match that with a deep understanding of Nuvolum’s services to make the best recommendations
- Develop and maintain product expertise, driving high end-user satisfaction
- Serve as an primary point of contact for client-related issues and work cross-functionally with other teams to find solutions
- Build and maintain trusting relationships and provide day-to-day support to clients
- Lead, don’t follow.. Be an initiator, not an order taker
Essential Skills
- 3+ years of customer success or account management experience
- Bachelor's degree or equivalent preferred
- Experience working in a top-tier marketing and PR consulting firm is a plus
- In-depth understanding of marketing strategies and trends (SEO, social media, Google Analytics, PPC, PR, etc.)
- Proficient working with the Google Suite (Docs, Sheets, Gmail, etc.)
- Experience with project management tools (ClickUp, Wrike, Basecamp, or similar)
- Familiarity with Zendesk, Jira or similar ticketing systems
- Ability to effectively organize and prioritize tasks to complete assignments within the time allotted and maintain standard workflow
- Strong verbal/written communication and listening skills, as you will be interacting with clients/customers daily
- A deadline-driven, no-task-is-too-small or big mentality
- Independent self-starter with the ability to work independently and/or with a team
- Flexibility to work in an interactive environment with a high tolerance for change and ability to pivot based upon client requirements
- Experience in event or campaign management a plus
- Ability to work with a strong sense of urgency
This position is located in San Francisco with the expectation of being in-office during working days and client visits. At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis, we cannot provide visa sponsorship. If you feel you are qualified for this position and would be an excellent addition to our team, please submit your resume and references. We look forward to meeting you
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