Customer Success Manager - US
Company: Sojourn Solutions
Location: Wylie
Posted on: May 9, 2022
Job Description:
Job DescriptionSalary: Customer Success Manager - USAs a Sojourn
Solutions Customer Success Manager (CSM), you are responsible for
building relationships with your assigned customers, helping them
to plan and achieve goals, and continually delighting them with a
positive, outcome-focused attitude. The role focuses heavily on
close work with Sojourn Solutions teammates and our customers with
the goal of creating high customer satisfaction with Sojourn
Solutions. You will lead our team's efforts to identify where we
best support each customer, how we help them succeed with their
marketing, and how we also grow their relationship with Sojourn
Solutions.You will need to have strong skills and experience in
building, growing, and maintaining customer relationships. You will
be adept at collaborating with our customers' stakeholders to
develop creative solutions to their business challenges and ensure
that these solutions align with their overall goals. You should
possess excellent communication, planning, and leadership skills.
To be successful, you will need to be self-motivated and passionate
about marketing and customer success. Our customers will look to
you as an experienced marketing advisor.Primary Job
ResponsibilitiesStrategic Direction and VisionResponsible for:
- Leveraging and contributing to the optimization of Sojourn
Solutions Empowered Performance Methodology to actively support
your clients journey to better marketing performance
- Developing Marketing Operations strategies to address your
assigned customers' challenges, utilizing current and proven
solutions
- Working with your customers to ensure they are finding value in
our services and leveraging our services effectively
- Facilitating formal account review sessions and gathering
informal feedback and direction from your customers
- Establishing and maintaining a comprehensive project plan and
roadmap for each customer
- Identifying business results for each project and working
collaboratively with your customer stakeholders to communicate and
amplify these outcomes within their businesses
- Ensuring your personal skills are always cutting edge,
particularly in trends and direction of the industry and
technologies
- Being the voice of reason for your customersCustomer
Relationship ManagementResponsible for:
- Working collaboratively with other Sojourners to provide an
outstanding customer experience and optimal project delivery, and
to proactively address any customer satisfaction issues or
escalations
- Seeking to improve all aspects of our customers' experience
with Sojourn Solutions
- Liaising with customer stakeholders at all levels to position
Sojourn Solutions
- Understanding each customer's landscape and sharing that
insight within Sojourn Solutions and also with your customer
stakeholders as neededContract Development and Negotiation
Responsible for:
- Growing the budget for each of your assigned customers and
exceeding annual sales quota
- Demonstrating proven consultative solution selling skills,
including the ability to articulate a clear, concise return on
invest value statement
- Negotiating project scope and authoring statements of work with
your customers
- Maximizing project margins for your assigned customers through
efficient use of Sojourn Solutions resources; work
cross-functionally with our delivery managers and the assigned team
members for your customers' projects to ensure each project has the
right resources and each team member can produce their best
work
- Analyzing budget and working together with customer
stakeholders and Sojourn Solutions team members to optimize
spendKey Skills and Requirements
- Passionate about customer success and delivering excellence to
your customers
- Solid experience collaborating with multiple cross-functional
stakeholders, including sales, IT, data, marketing, finance, legal,
and operations
- Exceptional ability to communicate and foster positive business
relationships
- Strong presentation and negotiation skills at all levels of
business including C-Level executives
- Willingness to identify new and innovative ways to support
customers' needs and to meet their business objectives; resolve and
tenacity to deliver on these solutions
- Team-centric outlook including developing and sharing best
practices with our team to continually improve the quality,
effectiveness, and efficiency of our customer success
processes
- Discipline and strong organization skills with excellent time
management
- Commitment to stay up-to-date with relevant new marketing
strategies, best practices, and technologies and to be an active
participant in Sojourn Solutions sponsored learning events
- Uphold the highest of business ethics and personal
integrityQualifications
- BA/BS degree or equivalent experience
- 3-5 years experience in customer success position strongly
preferred
- 5+ years experience in marketing and/or marketing
operations
- 3-5 years experience with Oracle/Eloqua, Adobe/Marketo, or
Salesforce/Pardot Advantageous Additional Qualifications and
Experience
- Previous consultancy experience within a similar
environment
- Global customer relationship management with upsell/cross-sell
experience
- MBA
- Project management certification or equivalent
Keywords: Sojourn Solutions, Wylie , Customer Success Manager - US, Executive , Wylie, Texas
Didn't find what you're looking for? Search again!
Loading more jobs...