Customer Success Manager

5 days ago

New York, New York, United States SoPost Full time
Job Description

Job Summary:

SoPost is seeking a highly organized and detail-oriented Customer Success Manager to join our New York office. As a key member of our Customer Success team, you will be responsible for ensuring the smooth execution of campaigns for our brand partners. This is a hybrid role that requires a minimum of 2 days in our New York office and the remainder at home.

Key Responsibilities:

  • Campaign Execution: Manage post-sale execution of SoPost campaign offerings through various media channels.
  • Project Management: Lead multiple brand partner project timelines/deadlines, creative asset management, campaign onboarding, technology setup, and troubleshooting.
  • Brand Partner Liaison: Liaise with brand partners and media teams to consult on digital sampling and creative best practices.
  • Campaign Monitoring: Report and monitor live campaign activity, problem-solving any challenges that may arise, and collaborating with the consumer journeys and Data team.
  • Account Management: Support the account management team in the delivery of post-campaign analytics and relationship development.
  • Documentation: Communicate brand partner needs with internal senior team members to ensure product development and overall execution aligns with brand partner goals and objectives.
  • Sample Stock Management: Coordinate and manage sample stock deliveries with the warehouse operations team.
  • Product Development: Participate in product calls and provide feedback where relevant.
  • Team Support: Mentor and support junior team members.
  • Process Improvement: Support the Customer Success Team Lead by proactively identifying opportunities to improve our project management services for brand partners.
  • Data Analysis: Identify key findings and trends from EMEA campaign data that can be shared with the wider Commercial team to expand expertise.

Essential Skills:

This role requires a high degree of organization, the ability to problem-solve, and tenacity to ensure campaigns stay on track and brand partners meet their objectives. The skills mentioned below are required for this position:

  • Organized, with excellent time management capabilities.
  • Methodical in approach and process-driven, with superb attention to detail.
  • Experience of improving internal operational efficiencies.
  • Strong critical and analytical thinking skills.
  • Excellent written and verbal communication skills.
  • Strong relationship and interpersonal skills.
  • High level of efficiency and accuracy.
  • Related work experience in a similar role is an absolute must.

Holidays and Benefits:

  • Competitive Salary - $64k - $80k negotiable.
  • 26 days of Annual Leave, which includes the period between Christmas and New Year when all SoPost offices are closed.
  • One 'Life Moment' per year of additional leave, which you can define.
  • Quarterly Wellness Allowance.
  • After 5 & 10 years, (in your 6th and 11th years) you have the opportunity to take a four-week sabbatical with a generous contribution from SoPost towards whatever you have planned.
  • Commitment to growing your professional development and a training budget to support that commitment.
  • Eligibility for our flexible working arrangement, giving you the power to manage your time and place of work.
  • Participation in Company Annual Bonus Plan and SoPost 401K Retirement Benefit Plan.
  • A range of medical, dental, and vision Healthcare Plans as well as Commuter Benefits.
  • Social events (monthly team lunches and quarterly drinks/team building activities).
  • Share in SoPost Scheme.
  • A dog-friendly office. Bring your best friend to work with you.

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