Customer Success Manager

  • Customer Service
  • Full time
  • 2 years ago

Job Information

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    No. of Openings 1 opening
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    Job Experience 2 years
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    Location Restrictions USA only

Job Description

Hurry up! We’ve got a dream to build!

BlueConic is a fast-growing Boston-based SaaS startup in search of a unique individual who blends a consultant’s obsession with solving customer problems, with a digital marketing technologist’s skillset. If you love happy customers as much as you love data and development, you’re going to be a great Customer Success Manager. We need you to come help guide marketers on their customer data platform (CDP) journey, from delivering a successful and inspiring onboarding, all the way to managing ongoing, innovative success for our clients.

The team you will join is changing marketing every single day – and we’ve got the data to prove it! In addition to leading the implementation of our platform, which features a one-of-a-kind data integration and collection engine, our Customer Success team drives value-focused utilization of our platform, as there are many ways to help our customers use first-party data to improve outcomes for their organization.

We’ve got a job for you.

You will lead a variety of projects and initiatives related to customer onboarding and platform utilization, all focused on data unification and activation use cases within BlueConic. You will collaborate with marketers to define and achieve business goals with BlueConic use cases that range from web and mobile to CRM, email, and beyond. You will support BlueConic users as they use our platform, and you will provide input to product management on features important to our customers.

In this role you will:

  • Apply your deep understanding of customer business strategy and use cases to ensure alignment between customer objectives and BlueConic capabilities.
  • Drive solution adoption by providing best practices, solution usage maturity benchmarks, diagnosing barriers to adoption, and helping the customer address those obstacles.
  • Solicit client feedback on product features and capabilities.
  • Provide ongoing support and engagement, including recurring business reviews in conjunction with account management.
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns and managing escalations.
  • Reliably manage lots of different projects at once without falling behind or getting flustered.
  • Build and sustain relationships with stakeholders and decision-makers on assigned accounts.

We are looking for someone with the following:

  • At least 2 years working in a customer-facing role – such as solutions consultant, customer success, support engineer, or similar – for a software company. Ideally, you’ll have experience in SaaS and marketing technologies.
  • Keen understanding of how APIs can be used to send and retrieve information between solutions
  • Proficiency with multiple marketing technologies, including hands-on experience working with customer data platforms, digital analytics, personalization or tag management, campaign management, data management platforms, and/or web-based technologies (e.g. CMS), and a demonstrated ability to adapt quickly to new software.
  • Holistic thinker about the customer journey and understand the mechanics of building processes and workflows, and identifying tools for efficiency and scale.
  • An outstanding communicator who listens intently, communicates clearly, and can tailor messaging to a variety of customer audiences and roles.
  • Excellent project management capabilities – whether large or small, projects are delivered on time and are fully aligned with desired outcomes and deliverables.

You will stand out from the pack if:

  • Your academic background includes a BS/MS in a technical discipline, including 2+ years of HTML/CSS/JavaScript that will enable you to review/troubleshoot certain code issues.
  • Project management is one of your key skill sets, and whether at home or work, everyone looks to you to bring order to chaos.
  • Passion, enthusiasm, and eagerness to learn quickly are your MO.
  • You embrace collaborative working relationships across the organization and utilize every engagement as an opportunity to showcase your natural talents, while at the same time, furthering your learning and insights.
  • You thrive in an environment that is continually developing and furthering scalable customer success processes and systems.

Reasons to join us:

  • Help build the best marketing technology product ever, period.
  • Be part of a small and fast-growing team in downtown Boston.
  • Take advantage of great opportunities for career advancement.
  • Work with big name brands to achieve their marketing goals.
  • Enjoy competitive salary and benefits, including the office stroopwafel supply (Google it).

About BlueConic:

BlueConic is the market-leading customer data platform, which gives marketers the power to liberate their data and use it to improve marketing outcomes. Our mission is to make on out-sized impact, every day – for customers, for partners, for employees.

To join the BlueCrew is to:

  • Enjoy hard work and seek out a challenge.
  • Care deeply about your colleagues, the mission, and your results.
  • Draw energy from the task at hand and radiate it to motivate the people around you.
  • Have amazing ideas and be able to bring them to fruition.
  • Prioritize hustle over title and results over resumes.
  • Balance the pragmatic and systematic, repeatability, and opportunism.
  • Refuse to compromise on quality, honesty, or dedication.
  • Insist on the highest caliber deliverables, especially when sharing externally, even when it seems excessive or nit-picky.
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