Remote Global Key Customer Experience Manager chez DemandScience

Position Summary:

Serving as the point of contact for key global clients throughout the campaign experience, working with key global clients and oversees to ensure campaign progression and meet goals, driving product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships. In addition this role is responsible for all aspects of key global account management, adoption, and customer experience and success planning, while developing and executing key global account plans, deliver business reviews, and drive overall customer satisfaction of your customers. 

Essential Job Functions “What You’ll Do”:

• Cohesively blend artistry and scientific principles coupled with driving global strategy to include flawless execution of global account management. 
• Serves as point of contact for clients relative to design and launch of innovative, targeted campaigns, providing key campaign performance indicators and resolving problem that may arise during the campaign lifecycle. 
• Closely manages and nurture accounts through routine engagement throughout the campaign lifecyle. 
• Analyze all client programs prior to launch for clear goals and objectives. 
• Execute efficient launch of campaign(s), monitor progression daily to ensure campaign(s) run according to plan and are tracking for completion by target end date. Own launch decisions to differentiate key accounts and drive faster/more efficient launches to optimize campaign performance and create opportunities for incremental budget. 
• Monitor and identify adoption and utilization trends in the consumption of content syndication/ demand generation solutions across multiple verticals. 
• Create and streamline analytics/reporting to set the gold standard of insights in the industry to surpass expectations and competitor’s abilities with the goal of identifying additional revenue streams based on knowledge of client initiatives.
• Partner cross-functionally with internal stakeholders (such as Global Key Account Director(s), Global CXM counterparts (APAC, EMEA and NA), Fulfillment) to align account activities and develop account strategies to include, but not limited to: 
  • Exemplify unified, global client communication strategies
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Proactively focus on ways to grow and improve client relationships
  • Meet with CXM global counterparts to ensure campaigns are uniformly executed and reflective of the global campaign strategy 
  • Partner with Global Key Account Director(s) to nurture positive relationships with clients through routine engagement at all stages of the campaign lifecycle (pre-sale to post-sale)   
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services 
  • Build value and provide cohesive support designed to create loyalty with global clients on their consumption of content syndication/ demand generation solutions
  • Mentor and coach other Customer Experience Managers 

Essential Qualifications “What You’ll Need”: 

• Bachelor's Degree in sales, business, communications, or related discipline
• 8+ years client Service, Account Management  or Sales experience in a competitive SaaS environment. 
• Adaptable team player with a positive attitude and effective interpersonal skills with an ability to work cross-functionally internally and with external clients. 
• Demonstrated keen eye for detail and highly organized individual. 
• Demonstrated excellent communication (verbal and written) skills, including creating and presenting reporting to clients, issue tracking, triaging and crisis management that demonstrate an ability to clearly articulate professionally in a clear, concise manner. 
• Ability to effectively communicate technical information to non-technical audiences. 
• Demonstrated interpersonal skills to build and foster relationships with clients to inspire customer loyalty and support product usage. 
• Experience with program measurement and analytics. 
• Demonstrate good judgment, critical thinking, problem solving and negotiating skills to make strategic decisions. 
• Excellent time management and prioritization skills that demonstrate an ability to organize and multitask while adapting to shifting priorities. 
• Contribute to a collaborative environment that exemplies a commitment to the Company’s core values. 
• Ability to articulate Company value proposition to clients. 
• Ensures Company solutions remain top of mind. 
• Educates clients on the general market conditions and ROI.
• Provides exemplary customer service with a mindfulness to the Global Key Account Director(s) business plan. 
• Ensures customers are aware of and educated on new features and releases. 
• Provides recommendations based on customers’ business needs. 
• Identifies and eliminates risk of attrition. 
• Ability to work toward goals, meet deadlines, and contribute positively to the team

  Avantages supplémentaires