Senior Customer Success Manager I

As Senior Customer Success Manager, you will be an incredible product expert! This involves utilizing our software suite to build stronger & more successful marketing campaigns. Portraying good business sense, a solid understanding of the digital ecosystem and being a critical thinker will have you shining and growing every day at Impact.

Responsibilities

Run platform training and consult on contracts, finance, ad tracking, and reporting; Coordinate strategic initiatives with direction from manager; Coordinate communication including customer facing messaging regarding initiatives, outages, marketing efforts, etc.; Ensure client communication including email, ticketing, and slack is documented in SFDC; Distill feedback from clients and manage creation of all necessary documentation, including JIRA tickets, project trackers, and SFDC; Follow established processes for ticket creation and project tracking utilizing JIRA, Project Plans, SFDC; Coordinate status updates from key stakeholders under guidance of manager; Coordinate all renewal and expansion opportunities

Requirements

5-8 years of customer service experience; Bachelor's Degree; Consistent track record of providing stellar support to customers; Solid understanding of the digital marketing ecosystem; A healthy dose of initiative and the ability to remain flexible; Detail-oriented and able to effectively prioritize tasks; Be a critical thinker and an inventive problem-solver; Professional interpersonal skills; Enthusiastic teammate; Phenomenal conflict resolution skills; Excellent time management skills

Nice to have

B2B experience; Business, Marketing or related field

Benefits

Flexible Working with Responsible PTO policy; Health and Wellness with up to 12 fully covered therapy/coaching sessions per year and monthly gym reimbursement; Restricted Stock Units (RSUs) with 3-year vesting schedule; Free Coursera subscription and PXA courses; Generous parental leave with 26 weeks fully paid leave for primary caregiver and 13 weeks fully paid leave for secondary caregiver