Job Description

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In 16 countries around the world, our leading family of brands (The Knot, WeddingWire, Bodas, Hitched, The Bash, The Bump, and more) inspire, inform, and celebrate our communities as they move through life's milestones. Our couples and business partners depend on us. They're all in. So are we.

ABOUT THE ROLE AND OUR TEAM:

Establish yourself as the de facto trusted advisor with all customers by developing rock solid customer relationships across your customer's business through Calls & Emails.

RESPONSIBILITIES:

• Closely collaborate with Sales to deliver a positive and welcoming onboarding experience for our customers making sure the Customers Success Value Points and Outcomes are fully understood and documented.
• Ensure that key hand-offs during the customer lifecycle are executed flawlessly with no negative impact to the customer experience.
• Regular checks with customers to understand their goals and the value WWI can bring to their business by identifying upsell and cross-sell opportunities that can help Customer expand & improve their business.
• Ability to Analyze Customer Data and recommend effective segmentation to drive appropriate customer interactions and touchpoints.
• Initiate and maintain comprehensive Customer Success Plans & Playbooks that define and document Customer Journey.
• Collaborating with Account Management and Delivery & Service teams, foster a success oriented and accountable environment.
• Drive and influence the value, usage and adoption of our products and services using metrics developed collaboratively with other functional teams.
• By closely monitoring customer success health and key indicators and close Customer interaction, take the lead in proactively resolving customer specific product and services issues prior to a negative impact to the Customers Experience.
• Conduct regular customer health checks, highlighting customer success achievements, proactively suggesting solutions to customer concerns, and driving identified improvement opportunities

SUCCESSFUL CUSTOMER SUCESS CANDIDATES HAVE:

• Educational Qualification: Bachelor's degree from any Tier 1/Tier 2 college
• Work Experience: 1-2 Years in a Customer Relationship Management/ Account Management Role

Key Skills: Customer Experience Champion, Strong Oral and Written communication skills, Consultative approach to account management, Deep customer empathy.

#LI-

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the "office". We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

TKWW's approach to the future of work: At the onset of the coronavirus pandemic, TKWW pivoted all global employees to remote work while prioritizing physical and mental wellbeing. While the majority of our global offices are open and available at this time, all TKWW employees have the ability to work remotely full time through the length of 2022. Upon entering our "new normal", TKWW will pilot a hybrid work model where employees will have additional flexibility. (Note: employees who were hired into remote positions will continue to work fully remotely.)

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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.