Customer Success Manager – Curata – Boston, MA


Our products are used by Fortune 500 customers to achieve content marketing goals like calendaring, curation, social sharing, newsletters, and blogs. Customers also get feedback on all aspects of content marketing via Curata’s game changing analytics features. We are a startup so we move fast, and we need someone who wants to move fast and learn a ton of stuff right along with us.

We’re looking for someone who loves talking to customers and helping them solve issues. You’ll report to the VP of Customer Success and work directly with customers to get them launched, maintain great service throughout the year, and then ensure they renew for years to come. At Curata, our philosophy is: customer success is your success, and the more success you help drive for customers, the more opportunity you’ll create for yourself.

Position Type:
Full-Time

Location:
Boston, MA

Responsibilities

Build trusted, consultative relationships with customers.

Conduct Quarterly Business Reviews with customers to ensure they are realizing optimum value in our products to help meet their business goals.

Identify opportunities to increase customer value by driving engagement and feature adoption.

Deliver customer training when needed.

When a customer problem arises, you do whatever it takes to solve it creatively and timely.

Ensure that customers understand web marketing strategies and tactics, and how Curata can help in all of the following: content marketing, content curation, blogging, SEO, keyword management, social media, email newsletters, web analytics.

Work closely with the sales team, supporting the procurement process when needed and ensuring the transition from prospect to customer is seamless.

Act as a liaison between customer and product team, balancing the needs of the customer and the company.

Maintain strong renewal rates aligned with organizational goals.

Identify and close up-sell opportunities.

Gather customer website/newsletter styling requirements and communicate them to our implementation team.

No travel required.

Required Skills

A passion for helping customers, no matter how big or small the problem is.

Knowledge of RSS feeds, keywords.

Excellent written and verbal communication skills.

Good listening skills – every customer has different requirements, and you must be able to adapt quickly to each one.

Ability to multi-task and prioritize simultaneous customer requests and respond to each one quickly and appropriately.

An understanding of social media channels and what they mean to marketers.

Presentation skills – initial customer interactions are often with small to medium sized groups of people who need to learn Curata.

Additional Experience

Awareness of content marketing strategy and tactics.

HTML & CSS.

Understanding of Boolean logic.

Knowledge of marketing automation platforms. (Marketo, Eloqua, Pardot, etc)

Familiarity with Salesforce.

Previous experience supporting SaaS technology.



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