Customer Success Manager

WHO YOU ARE:

• A fantastic combo of account manager and professional social media expert focusing on building the professional online presence of our clients. You love building strong relationships, managing quality content, and expanding our clients’ professional network and opportunities through social media.
• You have a great eye for detail, are fluent in social media, and are interested in new social apps and SaaS technology.
• You are a self-starter who is hungry for growth and opportunities to learn. You are curious, take initiative and come to any problem with creative solutions.

ABOUT THE ROLE:

Customer Account Management

• Serve as the primary strategic liaison and day-to-day contact for executives
• Serve as trusted resource throughout customer lifecycle by identifying expansion opportunities, ensuring renewals and advocating for customers
• Oversee the onboarding of new accounts to ensure successful launch and continual engagement
• Coordinate customer meetings on a monthly and quarterly basis
• Align with customer through Content Strategy Workshops, conduct Strategic Business Reviews, and other key meetings
• Understand customer outcomes by communicating with customers, analyzing

performance metrics, communicating industry trends and impact on business success

• Represent the voice of the customer to provide input and feedback into core product, marketing and sales processes
• Continually reinforce value and deliver successful outcomes throughout the entire customer journey
• Own and manage the health of the customer using established metrics and KPIs
• Strive to create and maintain a strong customer relationship built on communication, transparency and trust.
• Communicate difficult/sensitive information tactfully, knowing when to best utilize email communication or verbal conversation.

Technical Acumen & Product Knowledge

• Possesses a working knowledge of social media platforms with a focus on LinkedIn, the role of executive thought leadership in that ecosystem, and best practices for growing an audience and supporting varied goals.

• Act as a trusted advisor, thought leader, and subject matter expert to clients, ensuring that they get the most value from the platform with the aim of growing our customer base
• Educate clients on best-practices related to social media and usage of the Qnary technology, with the ability to communicate changes and value.
• Identify opportunities for product improvement.
• Identify client growth opportunities by monitoring analytics, benchmarks and social media industry changes and trends