Customer Success Manager, Enterprise (UGC)

at  1WorldSync

Are you a Customer Success Manager, obsessed with providing the best service possible to your clients? Are you a self-starter and a motivated team player? Good news! 1WorldSync is looking for a Customer Success Manager, Enterprise to join our team.
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Customer Success Manager, Enterprise to support our growing global team.
Reporting directly to our Manager, Customer Success - Enterprise, the Customer Success Manager, Enterprise will work with clients to provide measurable results to prove the value and ROI of the client’s investment. CSMs focus on ensuring clients are adopting products and features while keeping best practices in mind, training on the Ratings and Reviews platform and engaging with relevant tools to optimize their objectives. Post-implementation, CSMs own the day-to-day program execution and help to deliver the ROI and value of the product and its impact. CSMs will also focus on building relationships for day-to-day contacts via adoption/training alongside additional client-facing teams to penetrate the account beyond the day-to-day contacts.

As a Customer Success Manager, Enterprise at 1WorldSync, responsibilities include the following:

• Maintain and develop existing client relationships for assigned book of business through various levels of communication including on-site meetings (when possible), regular status meetings, and email communication
• Achieve/exceed all individual KPIs including Customer retention, NPS, business reviews, and regular client interaction
• Ability to gain a deep technical understanding of the Ratings and Reviews platform, and the ability to communicate clearly with clients about this for technical troubleshooting
• Identify opportunities for new features and product adoption in the assigned client base
• Focus on ensuring core products are performing as expected and implemented, driving adoption of our tools and optimizing engagement
• Develop and share marketing best practices to drive UGC submission volume and adoption of new Ratings and Reviews platform products and features in a consultative manner
• Consult with clients to create a success plan that clearly defines key ROI metrics
• Act as a liaison between clients and Ratings and Reviews platform internal teams

REQUIRED SKILLS AND EXPERIENCE:

• Bachelor’s degree or equivalent experience
• 4+ years of work experience in a customer success/account management role

DESIRED SKILLS AND EXPERIENCE:

• Experience with upselling and cross-selling into existing accounts
• Track record of meeting and outperforming KPIs
• Strong project management, time management, and organizational skills with the ability to successfully manage multiple projects and priorities at one time
• Outstanding oral and written communication kills
• A team player with a high level of initiative and the ability to work well in a team environment
• Presentation and public speaking experience, including using Google Slides/PowerPoint
• Positive, self-starter attitude with a desire to exceed client expectations who is interested in working in a fast-paced environment
• Attention to detail, highly organized, with an absolute focus on the quality of work
• Experience in eCommerce and/or SaaS
• Presentation skills using Google Slides/PowerPoint
• Proficient in Excel, NetSuite, Google Suite
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action

• Maintain and develop existing client relationships for assigned book of business through various levels of communication including on-site meetings (when possible), regular status meetings, and email communication
• Achieve/exceed all individual KPIs including Customer retention, NPS, business reviews, and regular client interaction
• Ability to gain a deep technical understanding of the Ratings and Reviews platform, and the ability to communicate clearly with clients about this for technical troubleshooting
• Identify opportunities for new features and product adoption in the assigned client base
• Focus on ensuring core products are performing as expected and implemented, driving adoption of our tools and optimizing engagement
• Develop and share marketing best practices to drive UGC submission volume and adoption of new Ratings and Reviews platform products and features in a consultative manner
• Consult with clients to create a success plan that clearly defines key ROI metrics
• Act as a liaison between clients and Ratings and Reviews platform internal team