(Remote) Client Success Manager | [JKK-4]

(Remote) Client Success Manager | [JKK-4]

19 feb

19 feb



Sugatan, one of the fastest growing eCommerce agencies, is looking for an excellent relationship builder! We're a fast paced and dynamic Digital Marketing Agency, working to help ecommerce stores grow. The Client Success Manager would be responsible for making sure that our clients are always happy, projects are delivered on time and being the communication bridge between clients and our team!

This is a fully remote position, so you can be from anywhere in the world (as long as you are comfortable working in the US time zone)!

What you will do:

- Deliver the highest level of client satisfaction for client base while ensuring annual contract renewal and growth;

- Project manages day-to-day operational and tactical account management activities for assigned accounts;

- Create an environment of “Client First” at all levels of the organization;

- Serve as the go-to resource for client's product and process knowledge and collaborate with team mates to help them the deliver best possible service experience for the client;

- Understand product and program guidelines and working to educate CRMs and customers on the capabilities of and best practices for client;

- Serve as the liaison to the support organization for client knowledge, and for appropriately managing escalations;

- Develop a trusted advisor relationship with clients, ensuring all activities are closely aligned with the client's business case and business strategy;

- Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment;

- Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance;

- Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward;

- Drive increased engagement for new and existing customers;

- Strategize and identify how the team can increase renewal rates and keep our churn rate near zero;

- Strategically expand our revenue in accounts through cross-sell and upsell;

- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.

What we expect:

- Excellent interpersonal and writing skills;

- BA degree coupled with 3 years of experience in sales, eCommerce marketing, account management or related customer service position a plus;

- Strong organizational skills and detail orientation;

- A high level of professionalism and positive work behavior;

- Ability to work effectively in a fast paced, high energy, team-oriented environment;

- Ability to multi-task and perform effectively under pressure;

- Required to work cross-functionally within the organization and with external clients;

- Self-directed and proven ability to work independently;

- Strong analytical, problem-solving skills;

- Deep customer empathy;

- Ability to have difficult conversations with customers;

- Be familiar with Google Analytics, PPC, SEO, and various social media branding/marketing solutions;

- Strong knowledge of MS Office Suite;

- Knowledge of Salesforce preferred.

What we offer:

Here at Sugatan we offer you a very comfortable life that comprises of such things as:

- Ability to grow & develop yourself at the speed you like & do that with a group of amazing, like minded team;

- Fully remote & fully flexible working schedule. Work in Colombia, work in Bali, work in Italy - wherever your self-being feels the happiest;

- Opportunities to grow within your role and expand into other departments - we're all about learning!

- Possibility to unlock a bonus pool as you grow.

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