Customer Success Manager [CLOSED]

Emercury is growing our team! We are hiring a Customer Success Manager to partner with clients to drive adoption, manage business processes, and grow our business. This role is a balance of individual work within a highly collaborative team. You will be working directly with clients to maintain and grow existing relationships and will identify expansion opportunities with the goal of achieving negative net churn.

We’re a company that helps marketers communicate through email at every stage of the customer lifecycle at the right time. We’re a team united by our shared values of Availability to the team and customers, Respect each other, clients and vendors, Thirst for Learning, Innovation, Positivity in thoughts and actions, and Having Fun, we work hard so we can play hard.

Emercury started in 2006 with 1 employee and we have grown to a team of 21. We are still a small team and we are family, which means we look out for each other. Our customers are mostly affiliate marketers looking to convert leads into customers via email marketing offers and we help them with delivery of their email messages. We do this in a 3 prong approach. Our system scans their emails and pulls out anything that would be considered not good to mail, then we scan their content to make sure their content has the best success for delivery, then lastly our human approach is our delivery analysts will monitor campaigns and delivery and provide strategies on ramping up volume or increasing engagement with their leads.

This role at Emercury will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference.

If you’re a person who is driven by customer happiness and success, then this role is made for you.

You’re good at:

• Collaborating with others to drive best practices
• Working directly with clients to achieve success
• Communicating with fellow team members
• Identifying opportunities for product expansion

Extra awesome

• You love inspiring others with enthusiasm
• You have a never say never attitude
• You have experience working at a tech company

What you’ll do

As Customer Success Manager, you’ll be responsible for:

• Onboarding new customers and training their staff on how to use Emercury effectively.
• Supporting our customers via Chat, Ticket System, Email, Social Media and Phone.
• Monitoring Alert Channels
• Creating help documents in our knowledgebase as well as help videos.
• Creating and updating Customer Success daily processes.
• Creating email campaigns for customers.
• Identifying opportunities for onboarding efficiency, account expansion and revenue creation within our customer base.
• Advising our customers on how to improve their performance and increase their return on investment.
• Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.
• Quickly identifying gaps in our product that impact the success of our customers.
• Working closely with our product and engineering teams to ensure issues are resolved.
• Proactively talking with customers to ensure that they get the most value out of your service.
• Developing and nurturing customers into advocates to increase brand awareness and build a sense of community.
• Collecting testimonials from customers.
• Analyzing data and results to guide product and customer success improvements.
• Conducting webinars with groups of customers to assist with onboarding and product.
• Identifying opportunities for customer training in a proactive way.

What you’ll need

The following experience is relevant to us:

• At least 2 years of professional experience in Customer Success or Account Management.
• Experience in building and maintaining strong relationships with customers.
• A great track record of expanding revenue and mitigating customer churn.
• Experience working closely with other functions like Marketing, Sales, and Product.
• Excellent communication skills, a great listener.
• Speaks & writes English fluently.
• Good understanding of HTML.
• Tech savvy and have experience implementing software on an account per account basis.
• Experience working with customer communication tools like Intercom or Slack.

Why join us

Working at Emercury can accelerate your career and give you the opportunity to work with world-class talent. We’re a team that loves what we do and we all thrive on our ability to make an impact. There are many benefits that come with working with us such as: working remotely, professional development, flexibility with schedule, paid vacation and holidays, independent working environment.