Persado

Senior Customer Success Manager

Persado

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $120,000 - $135,000 per year

Job Level

Senior

About the role

  • Drive customer engagement and adoption of Persado, serving as the lead day to day contact for Fortune 500 Enterprise accounts in the Financial Services, Media and Technology industry
  • Apply a results-oriented, methodical approach to collaboratively develop and execute an account plan and operating playbook that moves customers along a maturity path
  • Deliver against customer’s strategic organizational objectives on a quarterly, semiannual and / or annual basis
  • Build and expand core relationships throughout the organization
  • Partner with CS and Sales leadership to identify and expand account opportunities
  • Be an advisor, expert and evangelist of Persado products and testing methodologies: educate and onboard customers, develop users and supporters, build a story of program success, and advocate for customer needs
  • Collaborate with marketing managers, analysts and deployment specialists at your customer account to identify and plan campaign opportunities
  • Lead bi-weekly or monthly status calls and other ad hoc working sessions (planning, support, results review)
  • Play a leading role in business reviews and program governance meetings and serve as the primary point of escalation
  • Use creative problem-solving to manage multiple work streams simultaneously and deliver results in a fast-paced environment.
  • Build and advance skills including:
  • Identify opportunities for process or product improvements to improve customer experience and outcomes
  • Platform analytics (ex: Google Analytics, Adobe Analytics, Bluecore) and testing and delivery platforms (i.e. Salesforce, Adobe, Optimizely)
  • Build a strong understanding of cross-channel digital marketing (email, web, search, social and other paid media, mobile, etc.)
  • Travel to clients as needed (estimated 1-2 times per quarter)

Requirements

  • 6-8 years of relevant experience in Customer Success, Program Management, or Account Management at a high growth Enterprise SaaS company, or equivalent experience in digital agencies working with Enterprise customers.
  • Consultative mindset in assessing business and strategic customer priorities
  • Prioritization skills and methodical approach to creating/completing to-do lists
  • Ability to deliver results in a demanding and fast-paced environment that requires creative problem-solving skills
  • Strong foundational understanding of the digital marketing ecosystem, including email marketing, display advertising, social, mobile commerce, etc.
  • Analytical and data-driven mindset and makes decisions with data including having a strong grasp of financial business value / ROI cases
  • Experience in leading customer interactions including status calls, building program presentation decks, and key communications across several cross-functional groups
  • Good at managing multiple work streams including all aspects of customer engagements and communicating clearly the implications to key customer team stakeholders
  • Strong ability to manage cross functional teams delivering to Enterprise Customers as well as managing upwards
  • Obsessed with customer outcomes
  • A fast learner, eager to learn about new solutions, technologies and processes
  • Solid analytical thinking and problem solving capability
  • Collaborative team player with the ability to shift gears quickly and efficiently
  • Dependable, reliable with strong attention to detail
  • Self-driven, professional, and proactive to take ownership of projects
  • Strong communication skills, ability to own meetings and keep everyone on track