Digital Client Success Manager

Vor 6 Tagen

Zurich, Schweiz emarsys eMarketing Systems Vollzeit

As a Digital Client Success Manager, you will manage a large number of international clients, responding to client inquires, and helping them to get the most out of their investment in our Customer Engagement Platform. You will effectively perform account reviews, risk assessments, and renewal opportunity forecasting, and ultimately be responsible for Satisfaction, Retention and Growth.

You will propose optimizations for automated communications, processes, dashboards, or workflows that the digital experience relies on, and work closely with the team to implement them and drive long-term customer satisfaction. The role is perfect for someone who wants to work in a fast-paced SaaS business and understands what a fully digital/automated customer experience means and is passionate to be part of the Digital transformation journey.

YOUR AREA OF RESPONSIBILITIES
- Proactively oversees the Digital Segment Client requests and serves as primary point of contact for all their commercial requests
- Effectively manage outbound communication on Product Development and Marketing activities and conduct outreach activities to the digital segment clients to help leverage and expand the use of the Emarsys platform and drive upsell and cross selling opportunities
- Identify opportunities for clients to reduce their workload through automation and deeper integration of the Emarsys platform into their marketing operations.
- Identify further growth opportunities and liaise with Client Success Leadership to assess further upsell potential
- Communicate progress of ongoing projects to the client in a timely manner while trying to meet and exceed the assigned SLAs
- Monitor utilization and usage for upcoming contract renewals in SFDC, define and position attack tactics, and manage timelines to ensure delivery in time and secure our long-term revenue stream through the timely renewal of client contracts
- Act as point of escalation for client-specific issues, identify potential risks, such as incomplete projects, non-standard MSA, amendments to main contract, underutilization/overutilization, major business shifts, new decision makers etc., and work closely with other team members and internal departments, on a mitigation plan to ensure a smooth and effective resolution for the client.
- Built client facing proposal documents and ensure quotes and orders are properly reflected in SFDC by managing your pipeline
- Provide operational excellence by following processes, systems and documentation as expected.
- On a daily basis, you will work closely and efficiently with other team members to align priorities

YOUR PROFILE
- You are a highly energetic individual with a passion for technology and everything digital
- Comfortable in a fast-paced, high-growth environment
- Accustomed to work with a broad and multilingual customer base and under a pre-defined set of actions
- You have excellent communication, relationship management and negotiation skills
- Customer focus and a problem-solving mentality
- Confident appearance and ability to present in front of executives
- High degree of accountability and commitment to own work
- Process and task oriented; highly organized and diligent.
- Proven ability to deal with change, think strategically, and make complex decisions.
- Fluent in local language and proficiency in English (verbal and written) is a prerequisite, any other language is an advantage
- Understanding of Software as a Service (SAAS)
- Self-motivated but able to work as part of an international team with a positive attitude

WHAT WE OFFER
- Join a continuously growing company with a global presence, commitment to innovation and a leading market position
- An inspiring and empowering company culture
- A modern office in central Zurich, easily accessible via public transport
- A well-designed onboarding plan: we set you up for success and support your career with on-going training and development
- Great benefits such as free fruit and coffee, various sports
- and team events, employee bonus card, company pension scheme, permanent contract, regular health initiatives, 2 corporate volunteering days per annum etc
- Permanent contract and attractive compensation package
- At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality._

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