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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

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