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Customer Success Manager

2 months ago

Lehi, United States MyAdvice Full time $45,000 - $55,000
Job DescriptionJob Description

Position Summary

MyAdvice's Customer Success organization supports nearly 2,000 clients across the medical and legal verticals by ensuring they achieve success through our digital marketing software and services. As our Customer Success Manager, internally referred to as Marketing Coaches, you are responsible for ensuring client success by acting as their trusted advisor on digital marketing concepts and encouraging effective product adoption to ultimately achieve their marketing goals.

Following the post-sales relationship and onboarding process, incumbents are assigned a book of clients subscribed to a variety of MyAdvice's digital marketing solutions where Customer Success Managers are then responsible for nurturing the long-term relationship. You'll engage in client goal setting, provide strategic reporting, identify upsell opportunities, create detailed meeting agendas, hold client consultation calls, provide product demonstrations and act as their MyAdvice liaison with internal deliverable teams. We strive to ensure clients not only see the value in what we provide, but consistently receive exceptional customer service which will result in increased satisfaction, retention and expansion. Ultimately, CSMs contribute to the growth of MyAdvice through the success of their clients. 

Our ideal candidate will have proven success in a similar client-facing role within a SaaS organization to include a background in digital marketing for SMBs, consultative sales experience and practiced retention and engagement strategies. They will be exceptional communicators and demonstrate strong collaboration skills to operate cross departmentally. The best fit for the role will confidently handle client escalation with finesse and empathy employing excellent business acumen, strategic thinking and problem solving for swift resolution. This individual will exhibit and demand excellence for their clients. This is a fast-paced role within an organization that has aggressive growth goals; you need to be excited by and thrive within a high-pressure environment under constant change and evolution

*This position can be remote, hybrid or in-office depending on candidate preference and location. MyAdvice has offices in Melville, New York and Lehi, Utah. 

Essential Duties

  • Develop an expert knowledge of the MyAdvice digital marketing product and service suite
  • Own the overall relationship with assigned clients to ensure their retention, growth and satisfaction
  • Educate clients on their products and services to encourage software adoption 
  • Identify, pursue and close upsell opportunities striving to achieve monthly sales metrics
  • Work to deeply understand your client’ objectives so you may help them achieve those goals
  • Hold monthly, semi-monthly or quarterly calls with clients to review campaign performance
  • Act as the client's trusted digital marketing advisor to guide their digital marketing efforts
  • Utilize upsell skills to consult clients on new product and service opportunities 
  • Collaborate effectively within a small team and across departments 
  • Improve client satisfaction and strive to increase advocacy by turning clients into raving fans
  • Drive meaningful contributions toward the key metrics for your team including logo retention, revenue retention, upsell MRR, NPS, and CSAT 
  • Support change as we continue to evolve and grow a world-class customer success organization
  • Identify opportunities for continuous improvement with a mindset toward achieving operational excellence

Required Skills

  • Demonstrate strong business acumen with data driven decision making and analytical skills 
  • Possess excellent verbal and written communication skills
  • Mastery of phone and video call etiquette paired with strong presentation capabilities 
  • Ability to set clear expectations with clients
  • Provide consistent follow with stellar time management, prioritization and organization skills 
  • Effectively explain technical concepts that might be complicated for clients to understand 
  • Confidence in resolving client escalations with urgency and empathy
  • Thrive within a fast-paced, constantly changing, high-growth environment 

Qualifications

  • 2+ years client facing experience in customer success, account management or consulting
  • 2+ years managing digital marketing strategy including SEO, PPC, social media, reputation management, website consulting, local business listings, etc. 
  • 1+ years of consultative sales experience 
  • Web savvy with a general knowledge of HTML, Wordpress, GSuite Products, Google Adwords, Google My Business, and Google Analytics
  • Degree in Marketing, Advertising, or related education preferred
  • Project Management experience preferred
  • High speed internet connection and dedicated work space to facilitate a remote working environment
  • Legally authorized to work in the United States

Position Details

  • Base Salary: $45k-55k USD depending on experience 
  • Variable Compensation: Uncapped upsell commissions and revenue retention bonuses (averages $5k-$15k annually)
  • Position Type: Full-time, Salaried, Exempt
  • Location: Remote, hybrid or in-office in Melville, NY or Lehi, UT per employee preference 
  • Schedule: Monday-Friday, 40 hours per week, 9am-6pm MST with an hour break
    • Alternative hours and schedule flexibility available per manager's approval.
    • Important Note: During the two-month training period, you will be expected to match your manager’s schedule of 8am-5pm EST with an hour lunch break. 
  • Travel: Requires occasional local or national travel (less than 5% of the time).
  • Physical Requirements: Prolonged periods sitting at a desk and working on a computer (90% at desk, 10% of time walking); Ability to lift up to 30 lbs and use typical office equipment (computers, keyboards, printer, etc.)

Benefits Package

  • Employer Contributed Plans: Medical, Vision, Life and AD+D Insurances
  • Voluntary Plans: Dental, Critical Illness, Accident and Pet Insurances
  • Unlimited Paid Time Off + 12 Paid Holidays
  • Flexible Schedules + Early Out Fridays
  • 401(k) Plan with 50% Company Match (up to 6%)
  • Employee Assistance Program (mental health services, financial/legal consultations and more)
  • Tuition Reimbursement Program (up to $1,800 annually) and Executive Mentorship Program
  • Leadership Training Program: Learn the basics of how to lead a team Available to all employees.
  • Ongoing Personalized Coaching and Career Development 
  • Casual Dress and Fun Work Environment (games, coffee, snacks, etc.)
  • Core Value "Pay It Forward" Initiative, Project Fantastic (client collab) and more

MyAdvice

MyAdvice empowers business owners and professionals to increase their revenue by attracting and retaining more clients through digital marketing. The SaaS-based platform enables hands-on control and visibility into performance of online marketing activities, backed by 20+ years of best practices and expertise on how to maximize those efforts. MyAdvice’s six-stage Pyramid of Success™ provides a proven step-by-step plan for how and when to implement growth-oriented marketing tactics for greatest impact, including website design and maintenance, local directories, client reviews, social media, search engine optimization (SEO) and paid advertising. Learn more at myadvice.com.

We are committed to diversity and inclusion as we understand and value its importance to our success. Our team thrives upon our employee's unique experiences to propel creative solutions, so we aspire to continue building upon our diverse team to include groups that are traditionally underrepresented. We strongly encourage people of all backgrounds to apply.

MyAdvice is a performance based and data driven company that has experienced tremendous growth within the last year, so we're excited for the opportunity to introduce new talent. MyAdvice’s progressive values include transparency, teamwork, relentless effort and intellectual honesty in order to bring about the success of our clients. We encourage continuous education, career development and work/life balance while thriving in a casual and collaborative work environment. With MyAdvice you will be a valued and integral member whom we will continually invest.

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