Customer Success Manager - US

Marfeel group; Barcelona; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

Ein innovatives Unternehmen sucht einen Customer Success Manager, um die Kundenbeziehungen zu stärken und deren Erfolg zu fördern. In dieser spannenden Rolle werden Sie für die gesamte Kundenbetreuung verantwortlich sein, vom Onboarding bis zur Erneuerung und Erweiterung. Sie werden eng mit Kunden zusammenarbeiten, um deren Bedürfnisse zu verstehen und sicherzustellen, dass sie die Vorteile unserer Produkte voll ausschöpfen. Wenn Sie eine Leidenschaft für Kundenservice und Datenanalyse haben und in einem dynamischen, internationalen Team arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Servicios

Gesundheitsversicherung

401k

Unterstützung für das Home Office

Kostenlose Online-Sprachkurse

Flexible Arbeitszeiten

Zugang zu Trainingsplattformen

Empfehlungsbonus

Formación

• Mindestens 5 Jahre Erfahrung in der Publishing/Media-Branche.
• Datengetriebenes Denken und starke Kommunikationsfähigkeiten.
• Erfahrung im Kundenmanagement und Projektmanagement.

Responsabilidades

• Verantwortlich für das gesamte Kundenlebenszyklus-Management.
• Engagement mit Kunden zur Förderung ihrer Nutzung unserer Tools.
• Identifizierung von Wachstumschancen und Durchführung von Schulungen.

Conocimientos

Kundenbeziehungsmanagement

Datenanalyse

Kommunikationsfähigkeiten

Projektmanagement

SEO-Kenntnisse

Educación

Bachelor-Abschluss oder gleichwertig

Herramientas

Analytische Tools für Verlage

HTML5

CSS

Descripción del empleo

Marfeel is a SaaS platform that provides key analytics solutions for publishers, bringing the data-driven revolution to newsrooms everywhere. Our tool provides our customers with the data they need in real time, giving them the edge to make informed decisions and drive their audience growth and engagement.

Our international team is made up of over 25 different nationalities. With headquarters in Barcelona and international teams, our amazing people and our diversity are the reasons behind our world-class products, and we’re still innovating.

The Role :

The Customer Success philosophy is core to Marfeel’s value and is transversally present in everything that we do. From requirements gathering to product development and prioritization, we take our customer’s input as a key vector of our success.

As a Customer Success Manager at Marfeel, you will own the full lifecycle of our customers. From onboarding to renewals and upsell, you will be empowered to drive your portfolio toward success, advocacy, and to expand. Your main responsibility will be to help our customers reach their expected outcomes by leveraging all the power that our products deliver as well as identifying opportunities for new product developments.

In addition to the daily operational tasks, we also encourage our CSMs to proactively engage with process improvements and new ideas to improve the quality of life of our customers and our team.

This is what you will do :

1. Have complete and full control of each account - you will be the person who knows the most about your customers within Marfeel.
2. You will manage a portfolio of around 40 customers with a High and Mid Touch approach.
3. Be a champion of our product. You need to understand not only the business application but also the technical aspects of the tool so you can provide an accurate answer to your customers and internal team.
4. Be responsible for onboarding, customer advocacy, expansion, retention, and renewal. By handling the full lifecycle, you have the final say when it comes to your customer.
5. Nurture a close relationship with the key stakeholders of our customers, from operations to C-Level and share your industry knowledge and best practices.
6. Understand clients' business needs and objectives, and provide recommendations for how our tool can best support them.
7. Conduct regular check-ins with clients to ensure they are using our tool effectively and provide training or guidance as needed.
8. Monitor client engagement and usage of the tool to identify opportunities for growth and expansion.
9. Lead and manage multiple projects in parallel, both with customers and internally.
10. Create and deliver compelling presentations both operational and executive (Projects presentations, Performance Reviews, Executive Business Reviews, etc).
11. Gather and communicate customer requirements and feedback in a clear, objective, and actionable manner.
12. Convert our customers into our advocates and champions.
13. Be an active actor in our constant quest to improve our customer experience as well as our internal processes by identifying improvement points and leading projects to implement those changes.

This is you :

1. At least 5 years of work experience in the Publishing / Media industry, either in audience development, SEO, or similar positions.
2. Data-driven mindset. You understand that data is key to organizational success and analytics and insights are built into your daily work.
3. Fluency in English is a must. Fluency in any other language will be highly valued.
4. Communication is the base of what we do and you master the art of active listening and delivering your message in a clear and objective manner.
5. You have a curious mind, always eager to learn new concepts and put them into practice in your day-to-day.
6. Outstanding organizational skills and experience managing multiple projects and tasks simultaneously.
7. You have the ability to work closely and productively with different teams' profiles, such as product, tech, sales, and marketing.
8. Solution-oriented mindset. You have an eye to detect business issues and you are eager to find solutions for them. You understand that prioritization is key.
9. You are a team player. You like to share your knowledge and help people toward success.
10. We will be further impressed if you :

• Have knowledge of SEO.
• Have experience with publishing analytical tools.
• Have worked in a customer-facing position in a digital SaaS environment or similar.
• Speak any additional languages.
• Have any knowledge of HTML5 and/or CSS.

As part of the Marfeel team :

• Fully remote position.
• Competitive benefits including health insurance and 401k.
• Help to support with your home office.
• Free language classes online.
• Flexible working hours and early finish on Fridays.
• Access to training platforms, courses & materials.
• Referral bonus for talent brought to us by you.