Customer Success Manager

  • Durham, NC
  • Full-time

Company Description

Zift Solutions is the recognized leader of channel marketing automation software, headquartered in RTP, NC. Our clients are leading partner channel sales and marketing-driven organizations. Zift's platform provides an easy-to-use solution for partner channel marketers to execute co-branded, global marketing programs more effectively. Our major offerings include: syndicated web content, email marketing solutions, syndicated social media, co-branded collateral, lead management, single-sign-on (SSO), integrations, and more.

We offer an exciting, highly-collaborative work environment with competitive pay, excellent benefits and the ability to work with high profile clients.

Job Description

We are looking for an experienced Customer Success Manager/Account Manager to manage, maintain and build strong relationships with our customers. As the primary point of contact with the client, superior communication and organization skills are critical to this role. You will work closely with other teams within Zift to oversee the day to day operations of select accounts, optimize performance and maintain solid client relationships.

Primary Responsibilities

Customer Relationship Management:

  • Act as Zift’s primary customer-facing representative, working as a trusted advisor
  • Building and maintain a positive and strong relationship with the customer
  • Guide accounts using best practices and measured recommendations
  • Communicate the overall program success to the customer by leveraging data analytics / key performance indicators on a routine basis

Account Coordination & Direction:

  • Coordinate project efforts with the client
  • Provide direction to Zift team members assigned to the customer accounts under management
  • Schedule and lead client meetings and presentations with thorough agendas and notes
  • Ensure timeliness and quality of all deliverables, specifically website content and email communications
  • Mentor Marketing Operation Coordinators and Managers
  • Ensure client activities fall within contractual obligations
  • Act as key escalation point for support and service issues
  • QA client deliverables and marketing activities
  • Develop and meet annual Account Performance Plan
  • Review Monthly/Quarterly Account Performance with management

Marketing Expert:

  • Maintain expertise in the capabilities of our marketing automation platform
  • Seek opportunities to be an effective marketer utilizing industry best practices

Qualifications

Minimum Qualifications

  • 2-5 years’ experience managing accounts in an agency environment for a software, technology or advertising organization
  • BS/BA in Advertising, Marketing, Communications, or related field
  • Ability to travel when required, limited travel (less than 10%)

Competencies

  • Marketing and/or technology delivery team leadership
  • Proficient in Microsoft Productivity Suite
  • Experience with MS Project or comparable project management software a plus
  • Experience in compiling customer metrics in Excel and PowerPoint
  • Excellent time management and organizational skills
  • Superior communication skills, written and verbal
  • Excellent interpersonal and teamwork skills
  • Personal accountability
  • Excellent problem solving skills
  • Creative consultation experience
  • Be thorough, flexible and reliable
  • Ability to be productive with little oversight
  • Possess a basic understanding of:
    • Digital content and assets
    • Email marketing tools
    • Project management
    • Communications and copywriting

Additional Information

All your information will be kept confidential according to EEO guidelines.