Job DescriptionThis position is based in our 275 Grove St, Auburndale, MA 02466, USA office.We are seeking a motivated Senior Customer Success Manager who will be responsible for developing customer relationships that promote customer retention, growth and loyalty. Specifically, Customer Success Managers are responsible for providing strategic direction for clients who purchase our integrated media and data services; with a focus on partnering with clients on their usage of Informa TechTarget's products.
The Customer Success Manager will be an extension of our clients' marketing and sales teams, with the clear understanding of the customers' business challenges and ensuring our products and services help to achieve the customer's objectives, goals and KPIs. Key responsibilities include:
- Drive customer engagement with Informa TechTarget products; focusing adoption, expansion and renewal;
- Onboard & enable customers on product functionalities and capabilities;
- Investigate customer's current workflow and technology stack;
- Uncover customer's ideal key performance indicators, metrics of success and areas of opportunity;
- Consult customers on appropriate use cases of Informa TechTarget data and products to achieve agreed upon KPIs;
- Drive usage and identify recommendations on appropriate integration strategies;
- Build appropriate narratives, presentations and client communications that showcase client success, areas of optimization and upsell;
- Coordinate with internal teams to proactively to prevent and resolve issues and provide data, deliverables, and strategic guidance to customers;
- Present and communicate, in person, over the phone or video to end users, marketing management, sales management and executives;
- Escalate areas of concerns, client challenges; and,
- Provide and consult on marketing and sales best practices and how Informa TechTarget data and products can support
Qualifications- Bachelor's degree;
- 4+ years' years of customer facing experience in a customer success role, preferably in a software or Sales/Marketing environment.
- Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
- Extremely detailed oriented, ability to multi task several different product & client engagements;
- Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship;
- Strong sales orientation, communication skills, client-ready presentation skills and writing skills; and,
- Ability to offer perspective and guidance, in some cases, in a persistent manner.
Additional InformationThe salary for this position is $85,000-90,000 based on experience + annual bonus opportunity. Additional Information We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you're not spending time together in one of our offices or other workplaces - like at an Informa event - you get the flexibility and support to work from home or remotely.
Our benefits include:
- Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
- Broader impact: take up to four days per year to volunteer, with charity match funding available too
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it's time for the next step, we encourage and support internal job moves
- Time out: Unlimited PTO policy, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
- Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount
- Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
- Recognition for great work, with global awards and kudos programs
- As an international company, the chance to collaborate with teams around the world
