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Senior Customer Success Manager

2 months ago

Little Ferry, New Jersey, United States IMPEL Full time
{"Job Summary

As a Senior Customer Success Manager at Impel, you will be the primary point of contact for existing customers, responsible for managing client relationships, retention, and growth strategies across your entire portfolio. You will develop strong relationships with accounts by sharing performance metrics and insights to establish Impel's products as best in class. You will work closely with your customer to understand their business and match their needs with Impel products. Additionally, you will serve as a mentor for the team, working closely with your teammates to ensure customers achieve their business objectives, advise them on best practices, and help the team reach their goals. You will also be responsible for new product tiger teams.

**Key Responsibilities:**

* Mentor and motivate peers to perform at their best
* Empower team members with skills to improve their confidence, product knowledge, and communication skills
* Share open and candid communication
* Perform other related duties such as participating in various projects or initiatives
* Act as a change agent and become a champion in helping peers see how the change will help them
* Provide customer insights and consultation to your clients through frequent reviews and in-person meetings that demonstrate an understanding of the market, advertising landscape, and how to help your clients achieve their goals.
* Identify barriers to success, define the resolution, and manage internal resources to help resolve
* Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
* Identify and cultivate strong relationships with key stakeholders within your portfolio
* Analyze customer data to identify trends and areas for improvement
* Utilize Salesforce and Gainsight to document and track customer inquiries and interactions
* Provide customer insights to Product teams for new features, functionality, and enhancements
* Create and distribute reports to update on team progress

**Requirements:**

* Bachelor's degree or 3/5 years' work experience in Customer Success
* Excellent organizational, interpersonal, and communication (written and verbal) skills
* Proven ability to set clear and deliverable goals – demonstrate tenacity and a commitment to deliver and be accountable for results
* Exceptional time management skills with the ability to handle multiple projects simultaneously
* Ability to work in a fast-paced environment while solving problems quickly and creatively

**What We Offer:**

* Competitive salary
* Opportunity to work with a dynamic team
* Professional development and growth opportunities

**How to Apply:**

If you are a motivated and results-driven individual with a passion for customer success, please submit your application.