Team-Oriented Customer Success Manager for Marketing Technology Company Needed ASAP [CLOSED]

Hello Customer Success Managers!

My name is Esmee and I am the COO at 10xTravel - a company dedicated to helping worldwide travel agencies grow sales on autopilot using smart technology. We’ve been in marketing technology for the travel industry for over 7 years and have a team of over 15 spread across the globe.

We are looking to take our business to the next level with an amazing new full-time hire: a Customer Success Manager (CSM).

We are looking for a CSM specifically with these requirements:

• Native (or close-to native) written and spoken English

• Excellent communication skills (video calls are a daily task!)

• 2+ Years experience in Customer Success and/or Account Management

• Experience in a technology or digital marketing company

• Experience working in a remote team and/or managing one (no matter the size)

Nice to have:

• A love of processes/organization and/or SOPs (Standard Operating Procedures)!

• Basic PPC and direct response content marketing knowledge

• Previous experience using Asana, Slack and/or other organizational/management tools.

• Experience in the Travel sector
  

Your responsibility will include (but not limited to):

• Holding regular customers calls to discuss current problems, questions, results and future strategy.

• Communicating with the Content, Support, Ads and Product teams, to initiate execution and run campaigns for new/existing customers.

• Managing the inbox to answer questions, deal with problems, and field queries to the rest of the team.

• Checking all content for quality, testing new technology setup, and communicating changes and feedback to the team and customers.

• Conducting regular team meetings to ensure cross-team communication and in-team motivation

• Contributing to our SOPs with the things you do and learn on the job

• Creation and delivery of KPI and insights reporting for each customer campaign on a quarterly basis (or as required) and follow up calls to discuss these.

To sum it up: we’re really looking for someone who can take charge and run our existing customer accounts long-term. Someone who will stay on through 2019 and beyond.

Growth Opportunities/Perks:

• Enjoy the benefits of remote work, getting things done and learning from wherever you want

• Learn about and gain experience in an entirely new and upcoming industry.

• Learn to manage and grow a worldwide customer base

• Get paid to learn everything about a range of digital sales and marketing disciplines.

• Participate and grow through team trainings and courses around Analytics, Communication, Sales, and various innovative technology

• Be mentored by our senior management team who care about your professional development

• Opportunity to grow in role/responsibilities within 6-12 months
  

This Position Is Perfect For You If...

You're a fast learner.

You won’t be expected to know everything from the start, but you’ll need to be motivated and quick to learn new information. You’ll need to put in the effort necessary to improve existing processes.

You're a self-starter.

We're looking for someone who gets shit done and delivers on time. Ideally you are self-directed, self-motivated, and don’t need someone to look over your shoulder or hold your hand.

You’re super organized.

This is a remote position, so you’ll need to be organized enough to make sure that you’re on top of everything. Ideally you’re used to using a project management tool (or two) and keeping a few chainsaws in the air at once isn’t a daunting prospect.

You’re cool on digital marketing.

You don’t have to already be a marketing wizard, but if the terms ‘lead magnet’ and ‘email automation’ sound foreign to you, it might be worth re-considering if you have the foundations this position requires. Ideally you've read a few books, taken a few courses, or have a fledgling side project of your own that demonstrates your skills.

You’re a master of communication.

Strategy calls, follow up emails, effective communication that is clear and concise is a must. Your wordsmithery needs to be tight, engaging, accurate and ensure trust - and we’ll ask you to prove it.

Our hiring process is made up of 5 parts, so please keep in mind that some time will need to be dedicated for a questionnaire, video, paid test project, and two 1-on-1 interviews.

If you are interested in working together, please send across this message to start the process:

“My name is (insert name). I live in (insert current country). I’d like to apply for this position!”

Thank you for taking the time to consider this position. I look forward to hearing from you soon!

Esmee