Job Description: Customer Success Manager

Role Overview: As a Customer Success Manager, you will hold a strategic position as a trusted consultant for our clients and partners, ensuring their success with our services. This role is accountable for the growth of key accounts, managing client relationships, and developing success plans that align with clients’ critical success factors.

Responsibilities:

Customer and Partner Success:

1. Key Account Growth:
   • Drive and manage relationships with key accounts.
   • Develop success plans outlining critical success factors and recommending Marketing Automation best practices.
2. Project Management:
   • Oversee project plans with delivery teams, ensuring quality standards and client satisfaction.
   • Monitor task completion and achieve project milestones.
3. Sales Activities:
   • Perform sales presentations and drive contract negotiations.
   • Identify potential additional revenue opportunities and coordinate relevant sales activities.
4. Relationship Building:
   • Build strong relationships with clients, partners, and marketing leaders.
   • Provide strategic advice on channel expansion, optimization, and business growth.
5. Opportunity Optimization:
   • Optimize opportunities through proactive planning and execution of sales plans and strategies.
   • Collaborate with the Client Service LatAm team lead and Professional Services team to provide client recommendations.

Project Insight and Management:

1. Operational Oversight:
   • Manage day-to-day operational aspects of project scopes.
   • Apply project methodology for effective project delivery.
2. Client Engagement:
   • Prepare for customer engagement reviews on project status.
   • Follow quality assurance procedures and lead marketing insights projects by analyzing client channel strategy and data.
3. Marketing Insights:
   • Help clients identify the right marketing key performance indicators.
   • Highlight areas of improvement and influence marketing strategy.
4. Subject Matter Expertise:
   • Act as a subject matter expert, driving the adoption of clients’ investment in MarTech platforms.
   • Prepare monthly and quarterly business reviews, sharing marketing insights and industry best practices.

Skills & Qualifications:

• Digital Marketing Experience: Mandatory.
• Marketing Automation: 8+ years of hands-on experience.
• Industry Experience: 5+ years in a digital agency, consulting firm, or digital marketing organization.
• Technology Knowledge: Working knowledge of leading Marketing Technologies (Eloqua, Marketo, Pardot, Salesforce Marketing Cloud, Adobe Campaign). Certifications are a big plus.
• Analytical Thinking: Ability to apply creative and analytical thinking in a dynamic work environment.
• Team Collaboration: Must work independently and collaboratively in a multi-cultural and multi-agency environment.
• Language Skills: Fluent in English; Fluent Spanish is a big plus.

If you are a seasoned professional with a passion for customer success, digital marketing, and strategic thinking, we invite you to apply for this exciting opportunity. Join us in delivering exceptional results for our clients and driving success in the ever-evolving landscape of digital marketing.