Customer Success Manager, 2430 North Pennsylvania Avenue, Independence, Kansas, United States.

About us

AgilOne's vision is to restore the personal relationships companies once had with customers before channel-specific marketing silos got in the way. Through a single view of customers across all channels, predictive models to understand customer behavior, and real-time APIs to orchestrate personalized experiences across all touchpoints, AgilOne creates authentic omni- channel customer relationships that maximize lifetime value.

Customer Success Manager

2430 North Pennsylvania Avenue | Independence | Kansas | United States

AgilOne's Customer Success Manager (CSM) is responsible for developing long-term relationships with the portfolio of assigned customers, connecting with key business executives and stakeholders, and developing an understanding of their business requirements and goals. Leveraging this customer knowledge, the CSM will drive adoption, provide industry and implementation best practices and personalized recommendations and data-driven strategic insights to ensure customers maximize value from their investment and partnership with AgilOne.

You must have a strong understanding of the customer's business, their marketing activities, and serve as an advocate for our customers' needs. The CSM will also serve as an escalation point when needed to facilitate the resolution of issues, connecting customers with the right resources for assistance and working with our technical support and services teams to provide the appropriate business and technical context to ensure resolution.

You will be responsible for timely and effective communication to ensure customer expectations are met. You demonstrate a high level of professionalism on every interaction in a fast-paced, account management environment by working closely across several departments and ensuring best practices are adhered to throughout the organization. Candidates must be energetic, motivated and self-driven. You must demonstrate the ability to multi-task, problem solve, and think creatively to address unforeseen obstacles. Our ideal candidate balances customer needs and business needs leading to winning outcomes.

Responsibilites:


    • Own a client portfolio of Enterprise Retail customers for which you are responsible for customer success, revenue growth, renewals and retention

    • Build and manage customer relationships at all levels, with both new and existing accounts

    • Develop a trusted advisor relationship with key stakeholders and executive sponsors such that all activities are closely aligned with the customer's business case and business strategies, allowing the full potential of our solution to be realized

    • Leverage comprehensive understanding of the AgilOne solution to provide relevant training to drive adoption and provide strategic recommendations to help customers achieve ROI

    • Onboard your customers by understanding their processes, goals, success metrics and defining and executing their enablement plan

    • Monitor and identify trends in adoption and feature utilization to provide guidance to customers as part of ongoing account reviews

    • Provide ongoing strategic recommendations on how to maximize ROI through the use of AgilOne Solutions & Services - deliver value creating recommendations so customers can grow their businesses through predictive analytics

    • Conduct onsite customer meetings; prepare and deliver quarterly business reviews with focus on product roadmap discussions and recommendations to align our platform to the customer's business case and marketing strategies

    • Secure and execute customer renewals, upgrades and upsells; drive retention and revenue growth

    • Monitor customer health, identify risk, develop success plans and deliver recommendations

    • Maintain an accurate set of reports and value delivered metrics to ensure there is a clear understanding of where each customer is on their path to value realization

    • Work with Marketing to identify customer case studies and PR opportunities

    • Collaborate across Sales, Implementation, Professional Services, Product, Support and Marketing to maximize overall customer experience

    • Represent a knowledgeable and professional image of AgilOne with all customers




Qualifications


    • BA or BS degree required

    • 5+ years in customer success, account management, client services or consulting; experience working at a SaaS-based marketing company or digital agency

    • Email marketing or ESP experience preferred

    • Prior experience managing executive and C-level client relationships

    • Familiarity with CRM, database marketing, direct marketing and digital/brand marketing strategies

    • Results-driven and able to thrive in a fast-paced environment

    • Effective negotiation and influencing skills

    • Strong analytical skills

    • Excellent communication and presentation skills

    • Proficiency in Excel, PowerPoint, Salesforce.com and other cloud-based applications

    • Responsible, detail-oriented, self-motivated, accountable, and professional with a passion for doing whatever it takes to drive customer success

    • Ability to travel 10% of time




AgilOne, the Customer Data and Engagement Hub, provides enterprise consumer marketers the power to integrate customer data across digital, physical, and mobile channels, deliver customer analytics with predictive insights and 360-degree profiles, and engage customers at every touch point in order to maximize lifetime value. Currently, the AgilOne solution supports more than 150 brands worldwide.

We leverage the latest technologies in big data, machine learning and data quality management to deliver an enterprise-grade, scalable and high performance tool for customers such as Tumi, Lululemon, Lilly Pulitzer and David's Tea.

AgilOne is funded by the best in the Valley - Sequoia Capital, Tenaya, and Mayfield.

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