Intuit Inc. | Customer Success Manager
Vor 3 Tagen
Intuit Mailchimp is a leading marketing platform for small businesses.
We empower millions of customers around the world to build their brands and grow their companies with a suite of marketing automation, multichannel campaigns, CRM, and analytics tools.The Customer Success team within our Global Customer Solutions organization is focused on engaging and growing our customers throughout their Intuit Mailchimp journey.
Our team uses a consultative approach to guide customers through their lifecycle, surfacing ideas, innovations, integrations, best practices, and capabilities supporting our customers' business goals.
We share a commitment to delivering the best possible experiences to drive adoption, growth, and customer advocacy.We are looking for a Customer Success Manager interested in using creativity to solve problems, build long-term relationships with businesses, and help their customers use software to achieve their marketing goals.
Customer Success Managers are the trusted advisors for each of their customers.
They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive.
You must be able to identify risks to customer satisfaction proactively and collaborate across product and operational lines to pursue solutions and advocate for our customers.ResponsibilitiesYou are expected to engage customers whether it's virtual or in person, requiring your full presence to drive the best relational experience for customers.Manage 80-120 customer relationships, including both new and long-standing customers.Be accountable for the retention and growth of your customers.Build and foster relationships with key decision makers and stakeholders across multiple customer teams.Engage customers in strategy conversations to derive maximum value from their investment in Intuit Mailchimp.Regularly share audience management and email best practices with customers.Define what success means for your customers and produce detailed plans outlining a roadmap to achieve success.Monitor customer health and create risk mitigation plans where needed.Resolve customer inquiries by aligning customers with the right resources.Develop and share best practices with team members to continually improve our processes' quality and effectiveness.Partner with different teams at Intuit Mailchimp to 'solve for the customer', including onboarding, up-sell, and contract management.Promote the growth of your install base by uncovering, scoping, and qualifying opportunities for further product and service usage.Understand technical roadblocks and make recommendations on solution implementation and core integrations using Intuit Mailchimp.Minimum Requirements3+ years experience in a client-facing/account management role with at least 2 years managing a dedicated book of business.Business savvy with consultative, problem-solving, and issue resolution skills.Well-organized, with a high attention to detail and ability to prioritize for successful execution.Motivated self-starter with strong examples of achieving results while balancing demanding expectations.Strong negotiation skills, comfortable navigating financial conversations and dealing with cancellations.Ability to build and maintain relationships, manage expectations, and identify issues requiring escalation.Knowledge of Email Marketing or the aptitude to learn it quickly is required.Excellent phone, written, and verbal communication skills.Ability to thrive in a fast-paced environment.Experience with SaaS & marketing automation software is a huge plus.Some travel required (up to 15%).#J-18808-Ljbffr
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