Senior Customer Experience Manager

We are DemandScience, a global company which never stops innovating in our mission to provide the healthiest and most predictive global B2B data and intelligence for our customers. Our clients include sales and marketing professionals at global companies. Excellent execution is in our DNA. We provide innovative AI-analytics merged with enriched data to identify your next in-market prospects and customers at scale.

 

Position Summary:

Influencing revenue through proactive engagement with clients to support the consumption of content syndication/ demand generation solutions. Exceeding customer expectations and fostering long-term relationships built on trust and satisfaction within an assigned portfolio will deliver value which will lend to product adoption, potential for consumption of additional service/ product offerings and support client retention.

 

Essential Job Functions “What You’ll Do”:

• Develop and implement strategies to enhance customer satisfaction, loyalty and advocacy across all touchpoints to drive business growth and customer retention. 
• Ensure proactive touches with clients are happening at various stages including client calls on a weekly or bi-weekly cadence
• Analyze all client programs prior to launch for clear goals and objectives by other key teams.
• Daily monitoring of assigned client programs to ensure they are running according to plan.
• Execute efficient launch of campaigns and monitor progression daily to ensure completion by target end date
• Monitor KPIs to measure and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
• Collaborate with cross-functional teams to ensure alignment and consistency in messaging and service delivery.
• Closely manage and nurture accounts to identify and eliminate risk of attrition.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Ensure customers are aware of and educated on new features and releases.
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
• Proactively focus on ways to grow and improve client relationships.
• Partner with internal stakeholders and Sales teams to align account activities and developing account strategies.
• Serve as main point of contact for new and existing clients.
• Mentors and coaches Customer Experience Managers, assisting with more complex issues to ensure client satisfaction.
• Remain abreast of industry trends and best practices to leverage insights to formulate strategies and demonstrate a commitment to excellence.

 

Essential Qualifications “What You’ll Need”: 

• Bachelor's Degree in in sales, business, communications, or related discipline preferred
• 5-7 years of Client Service, Account Management  or Sales experience in a competitive SaaS environment.
• Proven track record of developing and implementing successful customer experience strategies that drive business results.
• Self-motivated with an ability to collaborate effectively with cross-functional teams and key stakeholders to generate innovative ideas to inspire customer loyalty and adoption.
• Adaptable team player with a positive attitude and effective interpersonal skills.
• Analytical mindset with the ability to interpret data and insights to inform decision-making and strategy development.
• Demonstrated keen eye for detail and highly organized individual.
• Proactive problem-solving and analytical skills.
• Ability to efficiently manage multiple customer projects simultaneously.
• Demonstrated excellent communication (verbal and written) skills, including creating and presenting reports to clients, issue tracking, triaging and crisis management.
• Ability to effectively communicate technical information to non-technical audiences.
• Proficiency in Microsoft Office (Outlook, Word, Powerpoint and Excel), Salesforce (or comparable CRM), Zoom and Slack.
• Deep Marketing Automation and/or Content Management Systems/ Analytics experience.

 

THE GOOD STUFF!

We embrace diversity and inclusion and encourage our amazing team members at Demand Science to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency.  The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• 401(k) Plan with Employer Match
• Top tier Medical, Dental and Vision