Senior Customer Success Manager

Company: Marchex
Location: Raleigh
Posted on: November 23, 2021

Job Description:

Job OverviewMarchex's Sonar product is a leading solution for intelligent mobile messaging at scale that dramatically improves customer engagement and conversions. We pride ourselves on building strong relationships with our customers. The Senior Customer Success Manager will own a portfolio of strategic customers to provide a stellar customer experience from onboarding through implementation and growth. If you're looking to apply your skills in a fast-paced, exciting environment and make it your mission to ensure customer happiness, this is the place for you.Responsibilities and RequirementsEstablish clear, trust-based communication channels with a network of enterprise-level customer contacts and guide them to achieve success.Solve technical client inquiries via messaging and email and provide initial troubleshooting, including running basic SQL queries while researching client data.Generate insights and propose actions to reach the clients' goals, serving as a conduit and translator of information ranging from business performance to product features.Create and implement strategic action plans for making account adjustments and optimizations critical to ongoing success of the client, including driving implementations to closure across internal groups.Partner with other internal Marchex organizations, such as Product, to identify bugs and translate customer needs and provide input on upcoming features and vision.Help write relevant client-friendly content (FAQs, Tooltips, Blog Posts, Case Studies).Help drive conversion from our trials to paid accounts, and paid accounts to enterprise accounts.CompetenciesYou are humble and love helping others through acts of empathy and compassion.You're curious, love solving complex problems, and aren't afraid of the unknown. You love to research and problem solve, and are happy learning from engineers on the occasions you need to loop them in for an assist.You love learning about new tech or product features and teaching others how to use it best.You are metrics-driven and detail-oriented, taking pride in ownership to achieve results.You consider every client issue as an opportunity to build our community and improve our product.You have great communication skills- you're good at explaining complex things in simple terms, and your writing is phenomenal (most communication at Sonar is in written form).Skills and ExperienceBA or BS or equivalent experience required. MBA preferred.6+ years of experience in a customer-facing role, preferably in account management and/or software supportData driven, with ability to identify key metrics, analyze and track performance, make defensible business decisions, and execute against them to completion.Proficiency using databases, particularly for reporting purposesExperience with CRMs such as Salesforce or ZendeskMust be an energetic self-starter. Demonstrated ability to work and take initiative in a high energy entrepreneurial environment, working across organizational lines and leading teams to success.Bonus SkillsSoftware as a Service (SAAS) start-up experienceB2B support experienceExperience running queries in SQLExperience working in a remote environmentJob Type: Full-time

Keywords: Marchex, Raleigh , Senior Customer Success Manager, Executive , Raleigh, North Carolina