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Customer Success Manager

Company: CCA Global Partners
Location: Manchester
Posted on: June 22, 2022

Job Description:

Landing that perfect dream job could be right under your nose as a Customer Success Manager in our Manchester office for our Drive division. As a Customer Success Manager, you are responsible for playing an integral role in the development of and execution of our CRM and marketing automation platform, DRIVE. You will be an integral part of Drive's growing marketing team and will engage our customers to increase adoption and success as well as demonstrating ongoing value to its users. In this critical position, the Customer Success Manager is responsible for onboarding new customers by engaging all teams in the launch, driving ongoing activation within the platform, and managing overall marketing campaigns within DRIVE. You will also lead customer success initiatives, keeping the focus on customer outcomes and playing a central role in directing the future enhancements of DRIVE. Our ideal candidate will be customer centric, technically focused, and comfortable moving quickly and wearing many hats in a dynamic startup environment.In addition to great benefits, a fabulous work environment and a super-collaborative, friendly team, CCA Global Partners offers a hybrid work schedule with opportunity to work remotely Mondays and Fridays and in-office Tuesdays through Thursdays.Our Customer Success Manager will:

  • Serve as the primary contact for the onboarding of new customers, provide ongoing support of the platform to end users and internal stakeholders, and post go-live support.
  • Take a customer centric role by communicating directly with customers, analyze customer health metrics (usage, activation, etc.), and gathering feedback.
  • Represent the voice of the customer and provide input to the DRIVE product team and its development partners, marketing and sales process.
  • Collaborate closely with the DRIVE team for support and expansion opportunities.
  • Collaborate with the development team to set up or configure our software platform as per customers' requirements and troubleshoot basic technical issues raised by customers.
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.
  • Increase retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
  • Maintain a cadence of communication with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.Do our requirements match YOUR background?
    • 2+ years customer success or account management experience in a SaaS or software company with proven track record of working in a customer facing role.
    • Exceptional communication skills, highly organized, collaborative and detail oriented.
    • Experience of working with live screenshare platform useful but not essential.
    • Empathetic, positive attitude with a desire to help our customers reach their goal.
    • Have, or be willing to learn, basic technical skills in html, JavaScript, CSS and connecting to APIs to confidently discuss technical terms.
    • Strong analytical skills, with the ability to translate data into insights.
    • Experience with Salesforce, Marketing Cloud and other CRM and Marketing Automation platforms preferred.
    • Experience with Adobe InDesign or Illustrator preferred.
    • Strong PowerPoint/Keynote skills; experience with Excel preferred.How we take care of YOU:
      • We were recognized as one of New Hampshire's Best Companies to Work For in 2013, 2014, 2015, 2016, 2018, 2019, 2020, 2021 and we made it into the Hall of Fame in 2017!
      • We provide YOU the ability to collaborate with a passionate group of leaders, peers, and amazing Members!
      • We recognize YOU for your accomplishments and contributions through development, growth and compensation!
      • We care about you AND your family. We want to make your life better and easier. Our benefits exist so you are well taken care of, and we support you and your loved ones through life's various stages and situations.What's so special about us?CCA Global Partners remarkable cooperative business model empowers thousands of entrepreneurs to succeed in a marketplace that is impacted by widespread consolidation. Our mission is to empower entrepreneurs and independent business owners by providing them the scale, resources and innovation that create sustainability, growth, and effective competition in today's evolving marketplace.DRIVEDrive is a technology company focused on helping independent retailers across multiple industry verticals drive more leads, close more sales, and elevate the way they communicate with customers across digital and direct-to-consumer marketing. Drive is a technology-driven lead building, lead conversion, and lead nurturing suite of bundled marketing services. We bring together CRM, email, marketing automation, social media, direct marketing, lead scoring, and more to create an easy-to-access tool for independent businesses. We simplify the marketing process for retailers by using a customer-centric marketing approach to automation. We can create highly personalized campaigns for prospects and customers that drive more quality leads. By using technology to score leads, we can provide retailers with a "value score" that helps them understand the quality of each lead and how to best respond. With data collected by the system, we can guide customers' digital marketing journeys and help retailers' close sales.Thriving on our core values and approaching success through collaboration with the CCA Way. Proud to be an equal opportunity employer.

Keywords: CCA Global Partners, Manchester , Customer Success Manager, Executive , Manchester, New Hampshire

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