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Digital Customer Success Associate

hace 2 meses

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

Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital.

Job Summary

The Digital Customer Success Associate is a pivotal figure within Emplifi, dedicated to managing a larger volume of customers through a low-touch, one-to-many approach. This role focuses on ensuring positive customer relationships, driving product adoption, and identifying opportunities for expansion.

Key Responsibilities
  • Customer Relationship Management
    • Act as the central point of contact for customers, utilizing a low-touch, one-to-many model.
    • Cultivate and sustain positive relationships to enhance customer satisfaction and loyalty.
    • Align our services with customer objectives and goals efficiently.
  • Onboarding Efficiency
    • Streamline and manage the onboarding process for a larger volume of clients, directing customers to self-serve enablement and one-to-many onboarding sessions to support their teams.
    • Collaborate cross-functionally to expedite service delivery and ensure prompt onboarding where qualified escalations occur.
  • Scalable Product Adoption
    • Monitor digital platform usage and adoption rates across a broad customer base.
    • Conduct periodic check-ins and offer scalable training sessions, promoting the open enablement content and schedule, to enhance customer utilization.
    • Ensure the appropriate automated journeys and product adoption guides are assigned to the customer based on their needs.
  • Rewal & Retention Strategies
    • Develop strategies to ensure high retention rates within a scalable, one-to-many model.
    • Implement efficient contract renewal processes and identify potential churn risks proactively.
    • Execute timely renewals for assigned customer base.
  • Expansion Opportunities
    • Leverage Gainsight data and insights shared by the customer to recognize and present scalable opportunities for clients to expand their digital service portfolio.
    • Introduce supporting CSM and/or Sales representatives to customers to allow for potential upsell/cross-sell opportunities to be further qualified and executed upon.
  • Agile Feedback Loop
    • Gather and analyze customer feedback, contributing to continuous improvement initiatives within the Global CS Programs team.
    • Advocate for customers within the company, ensuring their evolving needs are met effectively.
  • Data-Driven Insights
    • Utilize CRM and digital customer success tools for maintaining client records and tracking interactions.
    • Provide regular management updates on the health of the customer base, renewal forecasts, and potential risks.
Requirements

We are looking for a highly motivated and organized individual with a strong background in customer success, account management, or a related field. The ideal candidate will have:

  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Minimum of 2-4 years of experience in customer success, account management, or a similar role, with a preference for digital marketing industry experience.
  • Proven ability to manage relationships efficiently in a low-touch, one-to-many model.
  • Solid understanding of digital marketing services, including social media, content marketing, etc.
  • Strong problem-solving skills and the ability to address challenges systematically.
  • Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.
  • Excellent verbal and written communication skills with a focus on scalable communication approaches.
  • Must be fluent (spoken & written) in English, Spanish and/or Portuguese.