Customer Success Manager

Informa Group Plc.; Massachusetts; Hybrid; USD 64,000 - 71,800; Full time

Benefits offered by this job

401k match

Health insurance

Vision insurance

Dental insurance

Parental leave

Open PTO policy

Birthday leave

Remote work flexibility

Job summary

Informa TechTarget in the United States is seeking a Customer Success Manager to extend clients’ marketing and sales teams. You’ll ensure products help achieve customer objectives and KPIs, focusing on adoption, renewal and expansion across SaaS offerings.

You will onboard clients, understand their workflows, and guide on best practices using Informa TechTarget data. Collaboration with internal teams will be essential to deliver strategic guidance and drive value.

Qualifications

• Bachelor’s degree is required.
• 2-4 years of customer-facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment.
• Preferable experience onboarding clients to SaaS products.
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing.
• Extremely detail 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.
• Ability to offer perspective and guidance, in some cases, in a persistent manner.

Responsibilities

• 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 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
• Provide and consult on marketing and sales best practices and how Informa TechTarget data and productscan support

Skills

Customer success

SaaS onboarding

B2B digital marketing

Ad tech

Marketing automation

Lead generation

Demand generation

Content marketing

Detail oriented

Multi-tasking

Communication skills

Presentation skills

Writing skills

Sales orientation

Problem solving

Education

Bachelor’s degree

Job description

Do you want to develop your career and make an impact in the fast-growth, fast-moving B2B technology space?

At Informa TechTarget, you’ll collaborate and grow alongside some of the industry’s most respected experts. You’ll work with leading brands and be exposed to world-shaping innovations. You’ll apply your energy and intellect to helping clients be faster to market and faster to revenue.

We’re a vibrant community of world-class practitioners – over 2000 colleagues strong – with offices in 19 locations around the world. We’re traded on Nasdaq and also part of Informa PLC, a global leader in business-to-business events, digital services, and academic research in the FTSE 100.

About Informa TechTarget

Informa TechTarget (Nasdaq: TTGT) informs, influences and connects the world’s technology buyers and sellers, to accelerate growth from R&D to ROI.

With an unparalleled reach of over 220 highly targeted technology-specific websites and more than 50 million permissioned first-party audience members, Informa TechTarget has a unique understanding of and insight into technology markets.

Underpinned by those audiences and their data, we offer expert-led, data-driven, and digitally enabled services that deliver significant impact and measurable outcomes to our clients. We provide our customers with:

• Trusted information that shapes the industry and informs investment
• Intelligence and advice that guides and influences strategy
• Advertising that grows reputation and establishes thought leadership
• Custom content that engages and prompts action
• Intent and demand generation that more precisely targets and converts

Our organization is committed to sustainability, diversity, wellbeing, and ethical working practices. Visit informatechtarget.com and follow us on LinkedIn.

Key Responsibilities

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 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
• Provide and consult on marketing and sales best practices and how Informa TechTarget data and productscan support

Qualifications

• Bachelor’s degree
• 2 - 4 years’ customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment
• Preferable experience onboarding clients to SaaS products
• Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing
• Extremely detail 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
• Ability to offer perspective and guidance, in some cases, in a persistent manner

Salary

The salary for this position is $64,000 - 71,800 based on experience.

Equal Opportunity Employer

TechTarget, Inc., doing business as Informa TechTarget, including its subsidiaries is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence.

Informa TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state or local law.

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.

Benefits

• 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: open 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