Customer Success Manager

Client Services Morrisville, North Carolina


Description

Position at iContact

Since 2003, small and medium sized businesses worldwide have achieved significant results by turning to iContact’s best-in-class email marketing solutions and knowledgeable team members. With scalable tools to serve the needs of high-volume senders, professional marketers, and even businesses new to email, iContact’s easy-to-use technology ensures that every customer has what they need to succeed. 

Summary

The Customer Success Manager (CSM) is responsible for engaging iContact’s Small Business population, encouraging feature adoption and delivering exceptional service to retain their business. The CSM also provides strategic services and email marketing consultation to a small book of Managed accounts. The CSM will onboard new customers, work with their existing customer base to identify risk factors and upsell opportunities, and engage customers to optimize their use of the iContact product.  As cancellation requests are presented, the CSM will reduce churn by identifying friction points and presenting solutions to benefit the customer.

The Customer Success team is the frontline for customer interactions and retention. They leverage exceptional interpersonal skills, top-notch product expertise and various technology to help customers optimize return on their email marketing efforts. iContact combines the easiest-to-use platform with personalized service and advice to provide an exceptional experience. 

Responsibilities

  • Cultivate a positive working relationship with assigned accounts
  • Proactively engage clients around new feature releases and opportunities to adopt current features while providing feature support and identifying opportunities for upsell
  • Manage customer cancellation requests and identify opportunities to retain their business
  • Assist clients with general onboarding, email marketing best practices and application training
  • Act as a consultant with clients to ensure a well-thought out and high functioning email marketing program that delivers a solid ROI to the client and iContact
  • Ensure clients’ messages are optimized to achieve the highest open and click rates possible, and maintain low spam complaint and bounce rates
  • Assist clients in interpreting the results of their campaigns and make appropriate suggestions to improve performance
  • Utilize Churnzero to proactively engage clients, deliver value, and reduce churn
  • Accountable for identifying client issues, proposing solutions and escalating to the appropriate person to the point of resolution
  • Conduct Daily Reviews at least once per quarter to help the team to better engage clients to deliver value 
  • Work collaboratively with other departments to ensure 100% client satisfaction
  • Manage a book of clients and renew the revenue monthly

Requirements:

  • 1-2 years in the fields of Account Management, Customer Success, or Sales in software or other solutions-based offerings (preferably SaaS)
  • Subscription renewal/revenue/retention experience
  • Excellent Communication Skills; building quick rapport over phone, email and presentation
  • Email marketing/online marketing/social media/channel experience a plus
  • Familiarity with Salesforce a plus
  • Data analysis, time management, resourcefulness, flexibility, and follow up skills are a must
  • BS or BA degree or equivalent work experience
#J2CloudServices
#LI-JS1