AddressThe Customer Success team is focused on engaging and growing our customers throughout their Intuit Mailchimp journey. Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, and capabilities supporting our customers' business goals. We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy. We connect with key influencers and power users to evaluate the strength of our business relationship, dig for pain points, gather and document product feedback, act as product advocates, and relay important communications directly to our customers. We collaborate internally with Customer Care, Product, Marketing, Sales, and Research to provide a connected experience for our customers.
We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals. Customer Success Managers are the trusted advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive. In working with your customers, you will find that no two of them are the same. You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers. You are comfortable with being a trailblazer and driving change across the organization to promote healthy processes that will allow us to better service our customers to create long-term value.
Responsibilities
Qualifications
- 5+ years experience in a client-facing/account management role with at least 2 years of managing a dedicated book of business
- Strong business acumen with consultative, problem solving, and issue resolution skills
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
- Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
- Strong negotiation skills, comfortable navigating financial conversations and demonstrated experience earning trusted advisor status with clientsIt's easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
- Knowledge of Email Marketing or the aptitude to learn it quickly and independently is required.
- Excellent phone, written, and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email
- The ability to thrive in a fast-paced environment and dealing with ambituity
- Experience with SaaS & marketing automation software is a huge plus.
- Some travel required (up to 15%)
