Relo Metrics

Customer Success Manager

• Deliver value to a portfolio of key rights holder, agency and brand clients by providing day-to-day account management and operational support that retains and grows client accounts
• Develop strategic annual account plans that define the roadmap for client and Relo success; advocating for internal resources to help achieve that success
• Detect, negotiate and close up-selling and renewals
• Operate as the lead point of contact for assigned client accounts
• Build strategic, strong and long-lasting client relationships as their trusted contact translating to retention and revenue growth; ensure we have strategic relationships mapped among executives.
• Act as an industry thought leader, guiding clients in usage of our platform to serve their business needs and deliver ongoing value
• Monitor client performance on the platform to share best practices and identify new business opportunities
• Serve as a secondary contact for Support inquiries, collaborating with Data Ops team and Support as needed
• Manage high impact requests or escalation action plans to completion
• Identify and define internal management process and tool optimization that strengthen our ability to deliver to clients
• Communicate within and across functions internally, reporting on the progress of initiatives and client activities with a focus on identifying product development or documentation opportunities
• Create (with Marketing) and share client case studies that exemplify successful and unique use and performance of our platform
• Manage and update CRM to ensure timely and proper data capture for company visibility, tools alignment, proactive account management and forecasting

Senior Customer Success Manager