SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Strategic Customer Success Manager to ensure the long-term success of our clients by nurturing exceptional client relationships and delivering continuous value through our platform
This role involves working closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes
Develop and maintain robust relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions
Act as the lead point of contact for all strategic client matters, anticipate clients’ needs, and work within the company to ensure deadlines for client deliverables are met
Plan and conduct regular check-in meetings to ensure client satisfaction and retention
Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products
Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features
Monitor and analyze clients’ usage of our product and generate insights to enhance their user experience
Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment
Handle and resolve customer requests and issues promptly and effectively
Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals
Advocate customer needs/issues cross-departmentally and program-manage customer concerns- The ideal candidate is passionate about client service and skilled in handling complex client portfolios
Strong analytical and problem-solving skills with a solution-oriented mindset
Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively
Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels
5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients
Strong empathy for customers and passion for revenue and growth
Experience in working with complex, multi-divisional, multi-geographical customers
Demonstrable ability to drive continuous value of our product(s)
Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
Education Requirements: Bachelor’s degree in Business Administration, Marketing, Communications, or related field- Upon posting, applications for this position will be accepted on an ongoing basis