Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8)
From Nike to Netflix to Nintendo, Clipcentric’s ad building software powers digital display ads for some of the biggest brands on the web. Our customers include major national media companies like Rolling Stone, Fortune, and CBS Interactive, who all rely on our technology to build and run critical campaigns for their advertisers.
Our team is made up of ad tech industry vets who sold their last company to Yahoo!. We’re bootstrapped, we’re profitable, and we’re growing. What we need now is a top-notch Client Success Manager who can help develop that function in our company to ensure we’re proactively nurturing our client base.
ABOUT THE ROLE
As a CSM, you’ll be responsible for a portfolio of clients and ultimately own revenue retention and growth across the entire client lifecycle. We expect you to:
- Build relationships with key contacts at these clients and continuously demonstrate the value of their partnership with Clipcentric and increase their usage of our platform
- Monitor account activity for changes in usage or behavior and flag opportunities or threats
- Take point on creating or refining key processes like onboarding
- Develop a process for gathering, synthesizing, and sharing client feedback internally
- Create resources that help educate clients to make them better users of our product and more likely to stick with us (videos, a knowledge base, etc.)
- Collaborate with customer service and act as a relationship escalation resource on complex service issues, then follow-up after resolution
- Work with sales on strategies to bring together current clients and prospects to generate more revenue and new clients
ABOUT THE RIGHT CANDIDATE
This role is new, and the right candidate has a real opportunity to mold the position and eventually a CSM team into a key business function. To be successful in this role, you need:
- An ability to build and nurture relationships, but while maintaining a laser-focus on revenue goals
- Strong interpersonal and communication skills; a good “executive presence”
- Refined persuasion, negotiation, presentation, and conflict-resolution skills
- An analytical mindset: you can look at data and make inferences and assumptions from it that help guide strategy
- Familiarity with complex technology. We can teach you the ins-and-outs of our software, but it’ll be easier if you have an appetite for understanding technology from a user perspective
- A strong ability to create and document processes and make sure a team adheres to them
- Our ideal candidate is a self-starter who’s comfortable working without a lot of oversight, but who can take a general direction and run with it to achieve goals.
ABOUT BENEFITS AND PERKS
- Health insurance: we pay 100% of premiums for employee, with dental and vision
- 401k with match
- Life insurance
- Employee assistance program
- GENEROUS time off: 4 weeks of PTO on top of lots of extra paid company holidays (for example, we take off the entire week of Thanksgiving and between Christmas & New Years, so it won’t cost you PTO)
- Reimbursement for home internet and cell phone
We’re located in Albany, N. Y., and have been remote since the pandemic. This role would include some travel to conferences (when they start happening again), visits to customers (primarily NYC or LA), and occasional visits to our office. For the right candidate, we’ll work out an effective plan to have you meet and spend time with our team and customers without needing to relocate (but if you want to, the Capital Region is great and we’ll help you get set up here!)
HOW TO APPLY
This part is important: send us a well-thought out email that introduces yourself and your background (use the apply button below).
Good writing lets us know that you’re a good communicator, and that’s an important skill for this role. Don’t simply rehash your resume. Tell us why you’re interested in the role, what would make you stand out from other candidates, what you’ve achieved in your career so far and what you hope to do next. Please also include the salary/comp range you are looking for, and a resume or summary of experience if you have one.
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