Customer Success Associate

Client Services Ottawa, Ontario


Description

Customer Success Associate Job Description

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 Associate is responsible for providing strategic services and email marketing consultation to assigned managed accounts in order to drive retention, renewals, customer satisfaction and growth. In addition the Customer Success Associate works with iContact’s Small Business population, encouraging feature adoption and delivering exceptional service to retain their business. The CSA will be responsible for protecting iContact’s revenue through successfully onboarding new customers, ongoing proactive engagement, driving product adoption and identifying risk factors early in order to provide solutions to overcome the customer’s challenges.   As cancellation requests are presented, the CSA will reduce churn by engaging with the customer to identify friction points and presenting solutions to retain the customer's business.

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:

        2-4 years of experience in the field of Customer Success, AM, 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

        Expertise in developing and maintaining cross-functional relationships, translating business value to customers, and driving execution on key metrics.

        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

 
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