Customer Success Associate

hace 19 horas

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 channels.

**The Customer Success Team**

The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs.

**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**

**1. 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.

**2. 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.

**3. 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.

**4. Renewal & 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.

**5. 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.

**6. 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.

**7. 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**

* 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.

* **Fluent French language skills are essential for this role**, additional languages are advantageous

* 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.

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