Customer Experience Champion

1 week ago

Chicago, Illinois, United States Canto Full time
About the Role

Canto is a leading digital asset management (DAM) company that empowers brands to extract unparalleled value from their digital assets. As a Customer Success Manager, you will play a critical role in helping our customers achieve their business goals and drive success through positive Net Promoter Score (NPS) and retention.

Key Responsibilities:
  • Act as the primary point of contact for customer inquiries, issues, and feedback, providing timely and effective solutions.
  • Develop and maintain strong relationships with key stakeholders and decision-makers within customer organizations, fostering trust and collaboration.
  • Work closely with the support team to resolve customer issues and provide ongoing support and guidance, ensuring seamless customer experiences.
  • Drive customer adoption by monitoring and analyzing customer usage data, identifying opportunities for growth and improvement.
  • Regularly review and assess customer health metrics to proactively address any issues, ensuring customer satisfaction and retention.
  • Create and deliver ongoing training, feature updates, webinars, tutorials, and documentation to increase adoption and enhance customer knowledge.
  • Help forecast and mitigate risk, ensuring growth and drive customer satisfaction, through data-driven insights and strategic planning.
  • Develop and execute plans to improve customer retention and reduce churn, leveraging customer feedback and market trends.
  • Represent the voice of the customer within the company, providing feedback to internal teams to improve products and services, ensuring customer-centricity and excellence.
Requirements:
  • 3+ years of experience in a customer-facing role such as customer success, account management, or sales, working at Software as a Service (SaaS) companies.
  • Effective communication and interpersonal skills, with the ability to deliver insightful and compelling presentations, navigate difficult customer conversations, and provide clear and timely information.
  • Proactive and solution-oriented mindset, with a strong ability to think strategically and drive results.
  • Excellent problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Strong organizational skills and meticulous attention to detail, with the ability to manage multiple priorities and deadlines.
  • Familiarity with digital marketing and/or data ecosystems, with a strong understanding of customer behavior and market trends.
  • Data-driven and experience with tools like Salesforce, Zendesk, Pendo, and Churnzero, with a strong ability to analyze and interpret customer data.
About Canto

Canto is a fast-growing company that values innovation, collaboration, and customer success. We offer a dynamic and supportive work environment, opportunities for growth and development, and a chance to make a real impact in the digital asset management industry.

What We Offer
  • Start-up spirit and flexibility, with a focus on innovation and experimentation.
  • Hands-on impact and opportunities for growth, with a strong emphasis on customer success and satisfaction.
  • Learning by doing and real-time feedback, with a focus on continuous improvement and development.
  • A close-knit and supportive team, with a strong sense of camaraderie and collaboration.
  • Open communication and transparency, with a focus on honesty and integrity.
  • Problem-solving opportunities and creative freedom, with a focus on innovation and experimentation.
  • Work-life harmony and respect for personal and professional boundaries, with a focus on employee well-being and satisfaction.
  • Growth opportunities and career development, with a focus on employee growth and success.
  • Cultural exchange and diversity, with a focus on inclusivity and respect.

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