Customer Success Manager, Enterprise Partnerships

3 weeks ago

New York, New York, United States Constellation Software Full time
About Constellation

Constellation is a pioneering AI solution that empowers highly regulated and complex industries with the insights and content they need to drive their business forward. With a focus on industries such as healthcare, automotive, insurance, and finance, our cutting-edge data/AI insights tools inform the creation of compliant content at scale. We enable our customers to harness their data and streamline the creation of localized, personalized content. As a global, NYC-based company, Constellation has been revolutionizing marketing technology and data intelligence since its founding in 2016.

Award-Winning Company

Constellation was named the 65th Fastest-Growing Private Company in America, the 10th Fastest-Growing Women-Owned Private Company, and the 7th Fastest-Growing Marketing & Advertising Company by Inc 500. In 2022, our platform won the Digiday Technology Award for Best Marketing Automation Platform.

About the Role

As a Customer Success Manager at Constellation, you will play a critical role in driving the retention and marginal growth of our existing mid-market accounts. Your focus will be on nurturing strong client relationships, proactively engaging with customers, and ensuring their satisfaction to maximize renewals and drive marginal revenue growth within the base book of business. Your expertise as a customer success lead will be key in maintaining long-term partnerships and contributing to the overall success of the company.

Key Responsibilities
  1. Manage and cultivate relationships with assigned OEM certified programs and agency partnerships.
  2. Understand the unique needs and objectives of each customer/program and develop tailored customer success plans to drive satisfaction and retention.
  3. Proactively engage with customers through regular check-ins, business reviews, and product training sessions to ensure ongoing success and identify opportunities for marginal revenue growth.
  4. Collaborate cross-functionally with sales, product, and implementation teams to ensure a seamless customer experience and address any customer concerns or issues.
  5. Develop a deep understanding of Constellation's product offerings and industry trends to provide valuable insights and guidance to customers.
  6. Monitor and analyze customer usage data, adoption metrics, and customer feedback to identify patterns and trends, enabling proactive intervention and resolution of potential issues.
  7. Serve as the voice of the customer within the organization, providing feedback and advocating for customer needs and requirements.
  8. Stay up-to-date with industry best practices and customer success trends to continuously enhance customer engagement strategies and drive customer satisfaction.
  9. Manage work streams to ensure timely delivery of program deliverables (reports, OEM requests, etc.).
  10. Lead quarterly business review meetings with Certified Program stakeholders, providing insights and recommendations to enhance program performance.
  11. Collaborate with the Auto CS team to identify and capitalize on upselling opportunities, contributing to revenue growth.
  12. Coordinate with the Marketing team on Constellation branded marketing communication materials including: program enrollment site content, sell-sheets and decks.
  13. Retain certified program standing through cultivating trust and relationships with program stakeholders.
  14. Identify internal areas of opportunity to enhance Constellation's standing with Certified Programs.
  15. Work closely with Growth and Data teams to adhere to Certified Program reporting requirements.
Requirements
  1. Minimum of 4+ years of experience in a customer-facing role within the Automotive industry, with a focus on customer success management and partnerships.
  2. Proven track record of retaining and growing revenue within a base book of business.
  3. Excellent communication and interpersonal skills, with the ability to build strong relationships and effectively convey value propositions.
  4. Ability to understand customer needs and align them with appropriate solutions and services.
  5. Proactive and customer-focused mindset, with the ability to anticipate customer needs and provide proactive guidance.
  6. Strong analytical and problem-solving skills to identify trends, patterns, and opportunities for improvement.
  7. Ability to manage multiple customer accounts and priorities simultaneously.
  8. Familiarity with CRM systems, such as Salesforce, for tracking and managing customer interactions and engagements.
  9. Bachelor's degree in Business Administration, Marketing, or a related field.

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