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Customer Success Strategist

2 months ago

Lehi, Utah, United States MyAdvice Full time
Job Description

Position Overview

MyAdvice's Customer Success organization supports nearly 2,000 clients across various industries by ensuring they achieve success through our digital marketing software and services. As our Customer Success Manager, 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.

Key Responsibilities

  • 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's 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

Requirements

  • 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