Client Success Representative

Client Services Ottawa, Ontario


Position at J2 Cloud Services

The Campaigner Client Success Representative reports directly to the Campaigner® Client Services Manager, and is a key member of a dynamic, performance-driven, proactive team. The position’s primary role will be responsible for managing both pre- and post-sales relationships with J2 Global’s Campaigner® cloud-based service prospects and customers.

Job Duties:

  • Focus on understanding our key customers and sectors, their business goals and objectives, providing expertise on how Campaigner® can be utilized to meet them.
  • Act as the customer advocate at all times, working with the Product Marketing team to feedback into the road map.
  • Drive usage and adoption of Campaigner® products, services and solutions, driving customer satisfaction and making sure that customers are making full use of available features and services, identifying growth and education opportunities.
  • Establish strong relationships with internal teams including Sales, Marketing Services, Account Management, and work with these teams to ensure customer success through education and support.
  • Create and provide an annual report card of your clients account data to ensure they’re receiving optimal results.
  • Proactively monitor and report on customer usage at a strategic level (such as number of logins, number of features being used in target sectors, renewal percentage, churn rate, customers who have not spent one-off revenue etc) and successes and challenges to internal teams, providing on-going recommendations for further optimization.
  • Support Account Managers with on-going account reviews and performance planning, engaging with multiple levels/teams within customers’ organisations, providing best practice advice and thought leadership to drive loyalty and reduce churn. Help our customers achieve maximum value from their investment in Campaigner®.
  • Support the current education proposition across the business, ensuring internal and external training is efficient and cost-effective with the creation, development and delivery of education portfolio and deliverables. These will ideally be specific to role/sector/scenario/best practice.
  • Ensure monthly customer engagement including updating email marketing goals and discussing new features, and optimal feature usage.

Job Requirements and Experience:

  • Have excellent communication and interpersonal skills with colleagues, customers and prospects at all levels of seniority
  • Be able to critically evaluate business objectives and provide recommendations for improvement
  • Demonstrate evidence of analytical skills and ability to gather requirements
  • Educate on the design and build of solutions including data structures and integrations
  • Have the ability to manage multiple life cycle projects simultaneously and prioritize accordingly
  • Hold a confident, professional, positive and thorough approach to all aspects of your work
  • Preferably hold knowledge of digital communications and email marketing industry and always eager to learn more.
  • Familiarity with HTML and CSS is an asset.
  • Experience with API and integrations considered an asset.