Client Engagement Success Manager

2 weeks ago

Santa Monica, California, United States 145857 Full time
Job Overview

Whip Media is at the forefront of transforming the $275 billion entertainment sector by revolutionizing the global content licensing framework. Our industry-leading enterprise software platform seamlessly integrates data, processes, and teams throughout the digital distribution lifecycle. Supported by a highly skilled and diverse team with expertise in data, entertainment, SaaS, and technology, we empower leading entertainment organizations to effectively distribute, manage, and monetize their TV and film content, driving revenue and direct-to-consumer growth. While we tackle significant challenges, we maintain a vibrant workplace culture where our team members enjoy their work.

We are currently seeking a Customer Success Engagement Manager to oversee and enhance ongoing customer relationships and project engagements. Reporting to the Director of Customer Success, your primary responsibility will be to ensure our customers achieve their desired outcomes.

The ideal candidate will possess experience in Customer Success and account management. This role offers the opportunity to collaborate within a dynamic, cross-functional team that directly interacts with customers and internal stakeholders to deliver an exceptional customer experience. A proactive approach is essential, as you will represent the company in customer-facing situations, swiftly adapt to new responsibilities, manage your time effectively, become a subject matter expert, and address any gaps as they arise.

Strong communication skills, both internally and externally, are crucial for this position. You will engage directly with key stakeholders, facilitate customer onboarding, document business processes, resolve issues, cultivate trusted advisor relationships, communicate requirements to Engineering, manage ongoing requests, and ensure financial objectives and renewal targets are achieved.

Key Responsibilities:

  • Act as the primary contact for customers
  • Promote the adoption of the Whip Media platform and enhance customer satisfaction
  • Monitor and manage contract renewals in collaboration with sales leads for all assigned accounts
  • Achieve in-depth knowledge of Whip Media product features to support new customer onboarding and provide ongoing assistance post-launch
  • Develop a comprehensive understanding of clients' business processes, use cases, and daily data operations
  • Create and manage functional requirements and user stories for system improvements
  • Address customer issues promptly and ensure resolution
  • Produce user guides, training materials, and conduct end-user training sessions
  • Document release notes for quarterly updates
  • Collect and maintain ideas, knowledge, implementation details, and track issues using JIRA
  • Collaborate closely with the Professional Service Lead to deliver solutions and transition to business-as-usual processes

Qualifications:

  • Minimum of 3 years of relevant experience
  • Outstanding written and verbal communication abilities
  • Proven experience managing multiple SaaS accounts and maintaining relationships with end users and senior stakeholders
  • Strong critical thinking and problem-solving skills
  • Expertise in account management, including SOW writing/review and service contract renewals
  • Ability to work effectively across all organizational levels and with clients
  • Proficient in collaborating with diverse team members to identify and resolve conflicts
  • Familiarity with end-to-end system testing and regression testing
  • Skilled in writing and maintaining Test Plans, User Guides, Release Notes, and Knowledge Bases
  • Experience with Atlassian collaboration tools (JIRA, Confluence)
  • Basic understanding of data warehouse concepts is advantageous
  • Experience with finance and accounting systems, and/or video supply chains is a plus
  • Operations and/or technical background preferred
  • Proficiency in French is a plus

Our Values:

  • Customer Success: We continuously evolve our products to meet the changing needs of our customers.
  • Embracing Challenges: We face challenges head-on and seek innovative solutions.
  • Adaptability: We regularly reassess our strategies and tactics to stay relevant.
  • Data-Driven Decision Making: We leverage data to inform our decisions and solutions.
  • Commitment to Excellence: We invest in each other and strive for outstanding results.
  • Team Unity: We are one team with shared goals, valuing our diverse strengths.

What We Offer:

Your well-being is our priority. We want our team members to feel equipped for success both at work and at home. Some of the benefits we provide to our international employees include:

  • Access to private medical and dental insurance
  • Pension scheme
  • Remote office stipend
  • Flexible paid time off
  • Referral bonuses
  • Employee equity incentive plan
  • Monthly mobile reimbursement

Equal Opportunity Employer:

At Whip Media, we are committed to fostering an inclusive and diverse environment where all team members are encouraged to bring their authentic selves to work. We value unique perspectives and ideas, supporting growth for both individuals and the company.

Whip Media is dedicated to expanding our diverse workplace and partners with organizations that provide a range of candidates from various backgrounds. We promote a people-centric environment that emphasizes belonging and inclusion, actively working to bridge any existing gaps.

  • Client Success Manager

    5 days ago

    Santa Monica, California, United States Vaco Full time

    Job DescriptionVaco is seeking a highly skilled Sr. Client Experience Manager to join our team in the Healthcare Nonprofit industry. This role will be responsible for providing exceptional client experience and support to our clients.Key Responsibilities:Client Engagement: Coordinate and enhance client engagement to drive business growth and improve client...

  • Client Success Advocate

    2 weeks ago

    Santa Monica, California, United States Kixie Full time

    Client Success Advocate Job OverviewKixie is an innovative cloud-based communication platform located in Santa Monica, California. We are seeking a Client Success Advocate to join our dynamic team and deliver exceptional Level 1 support to our valued clients.Key Responsibilities:Engage with clients through various channels including phone, video...

  • Client Success Specialist, Low Engagement

    2 weeks ago

    Santa Barbara, California, United States ParentSquare Full time

    Remote OpportunityFull-Time PositionAbout UsParentSquare is a rapidly expanding organization based in Santa Barbara, revolutionizing the communication between educational institutions and families. With over 20,000 schools and 10 million parents utilizing our platform across the United States, we prioritize simplicity in our approach. Our platform enables...

  • Client Engagement Specialist

    2 weeks ago

    Santa Monica, California, United States Ulta Beauty Full time

    Position Overview:The Client Engagement Specialist plays a vital role in fostering relationships with clients and enhancing the Ulta Beauty service offerings through personalized interactions, both via telephone and face-to-face. Key Responsibilities:As a representative of Ulta Beauty, you will: Engage with clients to promote our diverse range of beauty...

  • Client Success Specialist

    2 weeks ago

    Santa Monica, California, United States Amazon Full time

    Position OverviewThis role is essential for driving the success of our vendor partnerships and enhancing customer satisfaction.About the RoleAs a Customer Success Manager within Amazon Vendor Services, you will be pivotal in collaborating with our esteemed vendor partners. Your influence will extend across various operational processes, aimed at elevating...

  • Client Engagement Specialist

    7 days ago

    Santa Monica, California, United States Kixie Full time

    Join the Kixie TeamKixie, an innovative technology startup, is on the lookout for passionate individuals to enhance our customer success initiatives. If you thrive in a dynamic workplace and are dedicated to fostering customer relationships, this position may be ideal for you.Key Responsibilities:Establish and nurture strong connections with our esteemed...

  • Client Success Manager

    2 weeks ago

    Santa Barbara, California, United States Invoca Full time

    Job OverviewAbout Invoca:Invoca stands at the forefront of the industry, pioneering advancements in AI and machine learning-driven Conversation Intelligence. With a robust team of over 400 professionals and a clientele exceeding 2,000, we have achieved remarkable growth, generating $100M in revenue. Our vision is to cultivate a world-class SaaS enterprise,...

  • Healthcare Patient Engagement Manager

    1 week ago

    Santa Monica, California, United States Compass Group Careers Full time

    Job OverviewCrothall Healthcare, a division of Compass Group USA, is dedicated to delivering exceptional support services to the healthcare sector. With a presence in over 1300 healthcare service teams across 46 states, we are proud to be recognized among Modern Healthcare's Best Places to Work and Becker's Top 150 Places to Work.Salary: $72,000 /...

  • Client Success Specialist

    2 weeks ago

    Santa Clara, California, United States Anatomage Full time

    Company OverviewAnatomage stands at the forefront of 3D medical applications, committed to transforming medical education through cutting-edge solutions. Our dedicated team focuses on delivering exceptional products and ensuring customer satisfaction, empowering users to fully leverage our innovative offerings.Position OverviewWe are seeking a seasoned...

  • Client Success Operations Manager

    2 weeks ago

    Santa Clara, California, United States Palo Alto Networks Full time

    Position OverviewThe Customer Fulfillment Manager (CFM) plays a pivotal role in bridging the gap between Customers, Sales, Customer Success, and Services & Support teams. The primary focus is on ensuring the effective delivery of Support and Service components to designated strategic accounts within the Enterprise and Mid Market sectors, aligning with the...

  • Client Success Strategist

    2 weeks ago

    Santa Clara, California, United States Anatomage Full time

    Company OverviewAnatomage stands at the forefront of 3D medical applications, committed to transforming medical education through cutting-edge solutions. Our dedicated team prioritizes delivering exceptional products and ensuring customer satisfaction, empowering users to fully leverage our innovative offerings.Position OverviewWe are seeking a seasoned...

  • Client Success Technical Strategist

    2 weeks ago

    Santa Ana, California, United States New Charter Technologies, Llc Full time

    Job Category : Non-Help Desk Service DeliveryNew Charter Technologies, LLC is seeking innovative and accountable IT professionals to engage in our dynamic, people-centric service model. While many IT professionals excel at resolving technical challenges, they often struggle to identify the underlying issues that require attention.We have reimagined the...

  • Client Experience Director

    5 days ago

    Santa Monica, California, United States Vaco Full time

    Job DescriptionVaco is seeking a highly skilled Sr. Client Experience Manager to join our team in the Healthcare Nonprofit industry. As a key member of our client success team, you will be responsible for providing exceptional support to our clients, enhancing their engagement and reputation, and ensuring a positive experience.Key Responsibilities:Client...

  • Customer Success Manager

    2 days ago

    Santa Monica, California, United States Amazon Full time

    About the RoleThe Amazon Vendor Services organization is seeking a seasoned professional to lead a team of Customer Success Managers responsible for driving growth and development of top-performing Sellers in the Amazon Store.Key ResponsibilitiesCreate and execute business strategies to achieve growth and positive experience for Sellers.Develop and implement...

  • Client Success Specialist

    2 weeks ago

    Santa Clara, California, United States Palo Alto Networks Full time

    About UsAt Palo Alto Networks, we are dedicated to our mission of becoming the premier partner in cybersecurity, ensuring the safety of our digital lives.We aspire to create a world where each day is more secure than the last. Our team is built on challenging the status quo and pushing boundaries, seeking innovative thinkers who share our commitment to...

  • Strategic Client Executive

    2 weeks ago

    Santa Monica, California, United States The Ladders Full time

    Our client is a rapidly expanding technology services firm that focuses on comprehensive custom software development and IT staffing solutions for startups, small to mid-sized enterprises, and large corporations. They empower their clients to envision, design, develop, and deliver transformative software and digital experiences, whether they require a fully...

  • Customer Success Manager

    3 days ago

    Santa Monica, California, United States Amazon Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at Amazon. As a key member of our organization, you will be responsible for driving business growth and customer satisfaction through strategic account management and vendor partnership development.Key ResponsibilitiesAct as the primary point of contact for vendor issues,...

  • Client Success Operations Manager

    2 weeks ago

    Santa Clara, California, United States Palo Alto Networks Full time

    Position OverviewThe Customer Fulfillment Manager (CFM) acts as a vital link among Customers, Sales, Customer Success, and Services & Support teams. The primary focus is on delivering exceptional Support and Service elements to designated strategic accounts within the Enterprise and Mid Market sectors, ensuring alignment with Customer expectations and...

  • Client Success Strategist

    2 weeks ago

    Santa Clara, California, United States Workday Full time

    Your work days are brighter here.At Workday, our journey began with a conversation that sparked an innovative idea to transform the enterprise software landscape. Our culture, rooted in the principle of prioritizing our people, has been a cornerstone of our success. We believe that a thriving, employee-centric, and collaborative environment is vital for...

  • Senior Client Partnership Manager

    7 days ago

    Santa Monica, California, United States Snap Inc. Full time

    Snap Inc. is an innovative technology organization dedicated to harnessing the capabilities of the camera to transform how individuals interact and communicate. Our mission is to enable people to express themselves, embrace the present, acquire knowledge about their surroundings, and enjoy shared experiences. The primary offerings of the company include...