Manager, Client Services - Campaigner

Client Services Ottawa, Ontario Montreal, QC Remote - Canada


Description

Manager of Client Services

Campaigner offers a robust system to help sophisticated marketers build effective high ROI multi-channel marketing campaigns. Campaigner enables businesses to drive sales and revenue using advanced marketing automation, intuitive reporting, and powerful personalization through email and SMS.

As an Integral part of Campaigner’s Global team you will lead our Account Management and Customer Success teams and focus on driving increased revenue retention.

You will be responsible for motivating, coaching our teams to protect and grow existing revenue, oversee the execution of key initiatives that drive feature drive feature adoption, mitigate risk and support growth opportunities for all Campaigner customers.

ABOUT YOU:

You will be an enthusiastic leader who can build bridges quickly, champion the customer voice internally and is comfortable rolling up their sleeves to solve complex problems that drive optimization and improve retention efforts.

As our Manager of Client Services you will have a proven track record of leading account managers and customer success managers in reaching and exceeding retention goals.

You will provide training and mentorship to positively influence retention while also working collaboratively with key stakeholders to implement tools, expose data, and amplify the customer voice throughout the organization.

You will be comfortable in a rapid and evolving environment focusing on continual improvement for our customers, teams and business.

ESSENTIAL FUNCTIONS:

  • Develop and execute on key Martech initiatives to protect customer revenue and drive increased revenue retention.
  • Develop clearly define expectations and KPIs for AMs and CSMs.
  • Foster an environment for creative problem solving and open dialogue on successes and challenges
  • Empower the AMs and CSMs with the knowledge, tools and resources they need to retain customers and drive ROI.
  • Champion the usage of tools like ChurnZero to effectively and efficiently engage customers to deliver value
  • Liaison with the technology and operations groups to facilitate client issue investigation and resolution
  • Collaborate with product management on features and enhancements that will impact client satisfaction
  • Collaborate with Support to ensure alignment on self-service customer retention efforts
  • Work with customers directly to address issues and proactively engage for feedback to ensure overall account health
  • Strive for continuous improvement of processes and customer experience - “Ambassador for change”
  • Lead a team of account managers and customer success managers, ensuring each group has clear goals and metrics
  • Establish a system for tracking metrics, create cadence for review within the team and leadership
  • Create rapid and effective on-boarding process for new team members
  • Perform other duties as assigned

QUALIFICATIONS:

  • 3+ years of relevant experience in managing a client services/customer success team of 8 or more people.
  • Solid business to business, software as a service industry experience
  • Successful track record of exceeding quantitative goals relative to retention, growth, customer satisfaction and revenue
  • Excellent interpersonal, written and oral communication skills
  • Proven ability to effectively prioritize and execute tasks in a team-oriented, collaborative workplace
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
  • High proficiency with Microsoft Office, Outlook, and OneDrive
  • Contract/Sales negotiation skills
  • Experience working with Information technology/ email marketing is preferred
  • Salesforce.com experience preferred
  • Bachelor’s Degree or equivalent experience

Our key focus for this individual will be on a daily basis, to demonstrate J2 Global’s Martech Values of:

  • Innovation
  • Collaboration
  • Ownership
  • Deliver Results
  • Empathy

We believe in the cultivation of a community based on the principles of growth. Across four countries, we have created communities that persevere towards inclusive growth. At the core of our individual communities is a common agenda of delivering quality service

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