Customer Experience Specialist

The Customer Experience Specialist is accountable for the day-to-day management of assigned customers and serves as the primary point of contact for their needs. This role works cross-functionally with internal team members such as Corporate Program Managers, Strategy, and Execution teams to deliver solutions that align with our customers’ goals and objectives.

Responsibilities

Manage and grow a portfolio of multi-location business accounts within the Franchise Brands, Multi-Location Retailers, and Automotive Brands business segments; Serve as the primary account manager and internal liaison, coordinating projects and initiatives that support retention and revenue growth; Act as a subject matter expert on company products, ensuring customers understand and leverage the full value of our solutions; Manage account planning cycles, resolve issues, provide training, and build strong relationships with key customer stakeholders; Deliver data-driven insights and consultative recommendations to help customers achieve their business objectives; Identify opportunities to expand services within the existing customer portfolio; Build and maintain relationships with multi-location business owners and key stakeholders to gain insight into corporate strategies; Lead strategic account calls, conduct performance reviews, and represent the company at customer events and industry conferences; Collaborate with internal teams to develop effective campaign strategies; Maintain accurate and up-to-date account information in the CRM (Salesforce) and adhere to account management processes, including contract updates and forecasting

Requirements

2+ years of demonstrated experience in strong technical aptitude, analytical capabilities, and experience with the advertising technology ecosystem; Minimum of 2 years of experience in account management, customer success, or a related B2B customer-facing role; Comfortable and confident presenting data and telling a story for key and actionable customer insights; Must have outstanding organizational skills with a strong attention to detail and be process-driven; Demonstrated ability to manage multiple priorities and deliver results under tight timelines; Excellent communication, presentation, and relationship-building skills; Ability to work collaboratively across departments in a fast-paced environment

Nice to have

passion for continuous learning; keeps up with marketing and technology trends; strategic thinker; natural problem solver

Benefits

Competitive salary and performance-based bonus opportunity; Comprehensive health, dental, and vision insurance; 401(k) with company match; Professional development opportunities, including training and certifications; Hybrid work environment, 2 days (Monday and Thursday) in the RTP office and 3 days remote; A dynamic, collaborative culture that values innovation and creativity; 401(k) 3% Match; AD&D insurance; Dental insurance; Employee assistance program; Flexible spending account; Health insurance; Health savings account; Life insurance; Paid time off; Parental leave; Referral program; Vision insurance; Volunteer time off