Customer Success Manager

We are looking for a customer-focused and passionate person to join our Customer Success team! As a Customer Success Manager, you will ensure our customers’ success by understanding their business objectives, delivering day-to-day guidance on our products, and providing solutions to their biggest challenges. Our Customer Success team recognizes that the ability to create an amazing customer experience is to not only flawlessly react to customer requests, but to also be proactive in developing best practices and processes for the customer. 
 
Responsibilities 
  • Maintaining relationships with key customers to establish a thorough understanding of their business needs and how our products and services can serve them
  • Increasing ROI for our customers by increasing the adoption of appropriate features and best practices
  • Providing support for customers by demonstrating product expertise and guiding them with best practices
  • Assessing customer requirements and manage implementation work for new and existing customers
  • Conducting on-boarding and training activities 
  • Working closely with the sales team on account plans, customer strategy, and product adoption
  • Participating in executive business reviews for strategic customers
  • Demonstrating mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of your daily rituals
  • Effectively using data, as well as customer knowledge, to create meaningful interactions with our customers

Qualifications
  • 5 + years of experience working with customers in Customer Success, Sales Support, Tech Support, or Technical Account Management roles
  • Bachelor’s degree in technology, marketing/sales, or   field or the equivalent skill and knowledge
  • Experience and comfort working closely with customers, especially during support escalations
  • Experience working with large and complex customers who have a range of job functions and personalities
  • Superior listening, written, and verbal communication skills
  • Ability to digest and articulate complex information
  • Comfort conducting trainings and webinars for small and large groups, with the ability to adapt to the audience
  • Knowledge of Salesforce, Gainsight, SQL, and/or Tableau is a plus

Who are we?

Mediafly is a fast-growing technology company located in the heart of Chicago. We provide a platform that allows the world’s best companies to transform how they sell.

We have a lean, growing team of passionate professionals that love to design, build, market and sell great products and solve big problems. Our team is highly collaborative and a lot of fun. The best ideas, design, and implementation win. We love to design, build, and improve our products to make our customers’ lives better every day. Find out more at www.mediafly.com.



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