Digital First Media

  • Customer Success Manager

    Job Locations US-CA-San Jose
    Posted Date 1 month ago(1 month ago)
    Requisition ID
    2018-1257
    Time Type
    Full-Time
    Employment Type
    Regular
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    Overview

    We are seeeking an amazing Customer Success Manager with the mission of being responsible for the successful launch of customer websites sites on the Convertly platform.  This role relays feedback to the development team, acts as the facilitator between customers and the design team for customer website conversions, and answers customer questions.  

     

    Our talented CSM responsibilities begin with implementation where our CSM translates client business objectives previously gathered from the Account Executive into a concrete plan for both user onboarding and executive business milestones. A solid business acumen is critical to this process, as this role must distinguish between client business objectives and the Convertly product features that enable them to achieve these goals during the design phase.

     

    Throughout the customer lifecycle, the CSM works with the Account Executive to expand the account footprint and ensure strong adoption of the platform.

     

     

    Responsibilities

    • Act as a trusted advisor for customers from implementation through renewal
    • Deliver and/or coordinate basic and advanced training sessions to drive customer usage and adoption
    • Educate client base on new and upcoming Convertly products to ensure their awareness and ongoing adoption of the platform
    • Handle Convertly.com website inquiries via phone, chat or email

    Qualifications

    1-3 years experience as the lead for website inquiries via phone, chat or email

    1-3 years experience working with internal and external stakeholders.  

    Experience with digital advertising or maketing

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