Job Description

Key Responsibilities:

- Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.

- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings

- Maintain existing customer success metrics and data as directed

- Collaborate, problem-solve, and/or strategize upcoming client meetings with team members

- Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyse trends to identify areas of improvement.

- Work with the sales and marketing team to drill customer references and develop case studies

- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company

- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value

- Hold product demonstrations for customers.

- Improve onboarding processes.

- Develop and execute reciprocal cross-promotion programs with business partners on social media sites and in developing online reviews for each other's businesses.

Required Skills:

- 2 to 7 years of experience in communications, marketing, sales, account management, or customer success

- Strong verbal and written communication, strategic planning, and project management skills

- Analytical and process-oriented mindset

- Comfortable working across multiple departments in a deadline-driven environment

- Active team player, self-starter, and multitasker who can quickly adjust priorities

- Knowledge of Salesforce and project management tools

- Event planning experience a plus