Customer Success- Marketing Expert
Constant Contact

Job Info

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As a CSM- Marketing Expert, you will be part of a team focused on helping our customers be better marketers through the successful adoption of current tools, proper package placement, and add-on functionality of our industry-leading, all-in-one digital marketing platform. Serving as a trusted advisor to our SMB customers, you will ensure that business value is continually nurtured and effectively grown by providing product specialization, education, and business insights, and acting as an overall customer advocate. This team is part of a broader organizational effort to drive increased customer spend and retention, impacting NRR (Net Revenue Retention). This role requires someone who is a self-starter, passionate about assisting SMB customers to achieve business goals and objectives and leveraging proven communication skills in support of customer relationship building and partnership.

 

The selling component will be a big part of this role. Candidates should feel comfortable selling and/or have some sales experience. 

 

What you'll do:

• Active customer engagement to ensure the attainment of target business goals and objectives through selling
• Leverage product specialization, business insights, and consulting-led approach to drive platform adoption, usage, and cross-sell/upsell
• Responsibility for individual initiative metrics and KPIs associated with customer success
• Focus on customer retention and related efforts, including churn risk mitigation
• Identify both cross-sell and up-sell opportunities in support of incremental use-case, and fulfillment with platform solution
• Serve as a customer advocate, including closed-loop feedback and contribution to the Voice of the Customer (VoC) program
• Implement and measure targeted program initiatives in support of customer success
• Engage and partner with internal teams and internal initiatives when needed
• Contribute to the definition and evolution of go-to-market strategy, as a subject matter expert in customer experience and retention strategies

Who you are:

• 1-2 years experience in sales, digital marketing, customer success, or consulting (preferable in a B2B SAAS environment)
• At least 1 year of quota driven/sales experience, achieving a sales quota
• Persistent, patient, and adaptive personality; must be capable of identifying the best approach required to facilitate engagement on a customer-by-customer basis
• Demonstrated organizational, detail orientation, prioritization, and time management skills to meet tight deadlines in an environment of frequent interruptions and competing priorities
• Demonstrated ability to be successful with frequently changing priorities, goals, and projects
• Ability to maintain a high level of confidentiality and work with highly sensitive data and information
• Ability to think strategically and identify critical success factors when developing a strategy
• Demonstrated ability to work with minimal supervision, use of initiative, and application of independent judgment
• Demonstrated enthusiasm for helping SMB customers by getting to the root of their problems and then resolving issues through superior active listening skills, coaching skills, and customer service
• Understanding of Constant Contact's product suite and support processes
• Ability to communicate business value in the context of software platform solutions
• Preferred experience with CRM and office productivity platforms e.g., Salesforce, Google Workspace
• Preferred experience within sales and/or a call center environment
• Bachelor's degree in a related field

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