Customer Success Manager - Mid-Market/SMB (UGC)

1WorldSync
life insurance, paid time off, sick time, tuition reimbursement, 401(k)
United States, Illinois, Chicago
300 South Riverside Plaza (Show on map)
Sep 29, 2024
Description Are you a Customer Success Manager, obsessed with providing the best service possible to your clients? Are you a self-starter and motivated team player? Good news! 1WorldSync is looking for a Customer Success Manager, Mid-Market/SMB to join our team. 1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we're seeking a Customer Success Manager, Mid-Market/SMB to support our growing global team. Reporting directly to our Manager, Customer Success - Mid-Market/SMB , the Customer Success Manager, Mid-Market/SMB will work with clients to provide measurable results to prove the value and ROI of the client's investment. CSMs focus on ensuring clients are adopting products and features while keeping best practices in mind, training on the Ratings and Reviews platform, and engaging with relevant tools to optimize their objectives. Post-implementation, CSMs own the day-to-day program execution and help to deliver the ROI and value of the product and its impact. CSMs will also focus on building relationships for day-to-day contacts via adoption/training alongside additional client-facing teams to penetrate the account beyond the day-to-day contacts. As a Customer Success Manager - Mid-Market/SMB at 1WorldSync, responsibilities include the following: Manage a large and diverse book of clients Focus on ensuring core products are implemented as expected and drive adoption of our tools (Portal, reporting, moderation) to optimize engagement from clients Prepare and present business reviews to demonstrate ROI and drive strategy based on each client's individual goals Be comfortable troubleshooting and have a high level of technical aptitude/curiosity to understand the Ratings and Reviews platform technology Manage client expectations around issue resolution and areas of improvement Maintain and develop client relationships at all levels, including executive contacts Develop and share marketing best practices to drive UGC submission volume and adoption of new Ratings and Reviews platform products and features in a consultative manner Identify opportunities for new features and product adoption in the assigned client base and work to provide qualified ideas to the team as a whole Completed all required administrative functions for tracking customer communication, issues, metrics, etc. Surface client feedback to the product team for functionality enhancements and escalation Required Skills and Experience: Bachelor's degree or equivalent experience 3+ years of work experience in a customer success/account management role Desired Skills and Experience: Strong project management skills, time management skills, and organizational skills with the ability to manage multiple projects and priorities at one time Exceptional oral and written communication skills A team player with a high level of initiative and the ability to work well in a team environment Positive, self-starter attitude with a desire to exceed client expectations and enjoys working in a fast-paced environment Attention to detail with an absolute focus on the quality of work Experience in eCommerce and/or SaaS Presentation skills using Google Slides/PowerPoint Proficient in Excel, NetSuite, Google Suite Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action Benefits: Incredible health benefits (FSA and HSA options), with dental and vision coverage. 401(k) plan with employer match. Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave. Short and long-term disability and life insurance. Additional optional benefits, include a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance. Additional Details: This is a hybrid position that requires 3 days per week at our Chicago headquarters location. This role requires the candidate to have the authority to work in, and be located in the US. This position requires up to 10% travel. 1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment.All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications.All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate. Americans with Disabilities Act (ADA) 1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [emailprotected] .