Merkle Science

Technical Customer Success

• Be the primary point of contact and build long-term relationships with clients.
• Client champion within Merkle Science who will work closely with the product team to advocate for customer requirements and identify new opportunities.
• Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Monitor and analyze client’s usage of our product to be proactive if utilization drops.
• Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.
• Responsible for product adoption and in turn, client retention.
• Liaise between the client and internal teams to advocate on the clients’ behalf.

Technical Customer Success Manager

Marketing Operations

• Optimize Hubspot Strategy for full funnel alignment with Marketing, Sales, and Customer Success teams.
• Work with the Growth Marketing team to build and scale marketing operations & insights function.
• Standardize campaign processes around lead capture, data capture, assignment, notification, and other workflows.
• Develop reports to analyze key KPIs including marketing channel performance and effectiveness.
• Build the attribution model for the marketing organization.
• Manage ongoing projects and communicate status across stakeholders.
• Balance long-term projects with day to day changes in a dynamic environment.
• Serve as the primary system administrator for marketing operations platforms and integration points.
• Draft documentation and update ongoing documentation around new and existing system architecture

Technical Customer Success Manager

Senior Marketing Operations Specialist