Digital Marketing Specialist

hace 3 semanas

Ciudad de México, Ciudad de México Emplifi A tiempo completo
About Emplifi

Emplifi is a leading unified customer engagement platform empowering businesses to reach and grow communities through digital- and social-first strategies. Over 20,000 brands like McDonald's, Ford Motor Company, and Delta Air Lines rely on Emplifi to connect with consumers across marketing, commerce, and care.

Job Description

The Customer Success Manager plays a vital role in sustaining positive client relationships within our digital marketing company. This individual will manage a defined book of business within Mexico Territory, covering Tier 1 and Tier 2 type of clients.

Key Responsibilities:
  • Client Relationship Management:
    • Serve as the primary point of contact for customers in the assigned territory or named accounts.
    • Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty.
    • Understand customer objectives and align our services to achieve those goals.
  • Onboarding:
    • Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption.
    • Collaborate with internal teams to expedite service delivery and meet onboarding timelines.
  • Product Adoption:
    • Monitor client usage and product adoption rates.
    • Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential.
    • Address any adoption challenges with tailored solutions.
  • Renewal and Retention:
    • Develop strategies to ensure high retention rates and manage the contract renewal process.
    • Predict and address potential churn risks, implementing mitigation strategies as needed.
  • Upselling and Cross-Selling:
    • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.
    • Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.
  • Feedback Loop:
    • Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.
    • Act as the client's advocate within the company, ensuring their needs and concerns are addressed.
  • Reporting and Analytics:
    • Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics.
    • Provide regular updates to management on client health, renewal forecasts, and potential risks.
Qualifications and Requirements
  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Minimum of 5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry.
  • Must be fluent in English and Spanish (reading, writing, and speaking).
  • Demonstrated ability to build strong relationships and manage key customer accounts.
  • Demonstrated ability to build long-term account plans and stick to them.
  • Growth Mindset.
  • Proficient understanding of digital marketing services such as social media, content marketing, etc.
  • Strong problem-solving skills and the ability to handle challenging client situations with grace.
  • Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
  • Excellent verbal and written communication skills.
What We Offer
  • International, fast-paced, and rapidly growing environment.
  • Chance to work with the world's biggest brands at the CX tech leader.
  • Agile and open-minded culture, with high levels of trust and flexibility.
  • Opportunity for professional growth and development.
  • Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas.
  • Opportunity to use English on a daily basis.
  • Average salary range: $70,000 - $90,000 per year.

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