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Customer Success Strategist

2 months ago

Atlanta, Georgia, United States BLR | HCI | CCMI Full time

At BLR | HCI | CCMI, our strength lies in our diverse team. We embrace individuals from various backgrounds, fostering an environment rich in acceptance, inclusivity, and achievement. Our workforce drives the innovation and collaboration necessary for our strategic success.

Position Overview:

We are seeking a remote Customer Success Strategist to enhance our team. This role is crucial in supporting media sales across a variety of digital, live event, and bespoke media offerings. Acting as the key liaison for media initiatives, the Customer Success Strategist will play a vital role in assisting sales with order fulfillment and managing client relationships from post-sale to program execution.

Key Responsibilities:

  • Oversee the logistical planning and execution of over 100 sponsored initiatives for designated accounts, including custom research, content creation, webinars, bespoke media, leadership events, and lead generation campaigns.
  • Establish and adhere to project timelines, facilitate planning discussions, engage external vendors as necessary, collaborate with internal production and marketing teams, and secure client approvals at each project stage.
  • Manage the workflow and timelines for all sponsored webinars, including training speakers and clients on the ON24 platform, as well as hosting and monitoring the sessions.
  • Collaborate with the sales team to provide innovative solutions for prospective clients seeking customized programs.
  • Act as the primary contact for sponsorship clients, ensuring effective communication and support.
  • Work alongside the marketing team to maintain the program calendar and execute necessary promotional activities, ensuring alignment with program objectives.
  • Assist sales efforts with lead generation initiatives, Salesforce email campaigns, and overall client retention strategies, including client gifts and incentives.
  • Develop and monitor analytics, dashboards, and ad hoc reports to track performance.
  • Continuously assess and monitor the performance of sponsorship campaigns throughout their lifecycle, following up with both internal teams and external clients to ensure timely completion.
  • Encourage revenue growth by motivating clients to renew programs and explore additional services.
Additional Duties:
  • Perform other responsibilities as assigned.
Essential Competencies:
  • Ownership & Execution - Exhibits a strong sense of ownership to drive issues to resolution, optimizes existing processes while seeking continuous improvement, sets ambitious goals, tracks progress, and delivers results, seizing opportunities proactively.
  • Collaboration & Team Building - Cultivates and maintains relationships to work effectively towards shared strategic objectives, fosters a positive team spirit, and encourages open communication.
  • Customer Focus - Develops and sustains effective relationships with clients, aligns strategies with client business needs, anticipates client requirements, and upholds high standards of customer service.
Candidate Profile:
  • Highly organized with the ability to manage multiple tasks in a dynamic environment with deadlines.
  • Detail-oriented, possessing strong problem-solving and analytical capabilities.
  • Ability to collaborate effectively with internal stakeholders and high-profile clients.
  • Excellent presentation, writing, and communication skills.
  • Familiarity with HTML, ON24, Salesforce, AdManager360, LiveIntent, and Google Analytics is advantageous.
Qualifications:
  • Bachelor's Degree is preferred.
  • Experience in a client-facing position is essential.
  • 1-3 years of experience in marketing, project management, custom media, sales operations, or an advertising agency role is required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.