Customer Success Manager
2 weeks ago
**Merge Storytelling and Technology**
We MERGE storytelling and technology to promote health, wealth and happiness in the world. We help marketing and technology executives engage hearts and connect parts by offering full-service capabilities including strategy, creative communications, experience engineering, performance marketing, media, digital platform development and more.
**Promote Health, Wealth & Happiness**
We are committed to promoting health, wealth and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services and consumer products. Our health clients are literally on the front lines saving lives. Our wealth clients are changing the financial potential in people's lives. And our consumer clients make lives...a little bit happier every day.
**Partner with Clients of Iconic Brands**
MERGE has enduring client partnerships with American Express, T-Mobile, LG, Facebook, Adobe, Kate Spade NY, Coach, The North Face, Fidelity, Eaton Vance, BlueCross BlueShield, Abbott, Astellas, Seqirus, Supernus, Boston Scientific, Advocate Aurora Health, Indiana University Health and Marco's Pizza to name a few.
**Work with Poets and PHD's**
With 750+ employees across offices in Atlanta, Boston, Chicago, Denver, Kansas City, Los Angeles, Montreal and New York City, MERGE uses a talent-to-task process that connects our poets and PHD's which enables clients to think higher and feel deeper about their customers.
**Emerge to the Top of Your Career**
At MERGE, we strive to create a superior work experience where people with ability, agility and humility can grow and do the best work of their careers.
**As our Customer Success Manager, you will**:
You will maintain strong client relationships and act as their first point of contact for support and questions. You will be responsible to track and manage success metrics in order to maintain a successful client relationship, demonstrate value and grow their accounts.
**Be Accountable and Responsible**:
- Onboard new customers on either or both products owned by P-Tech.
- Maintain and nurture client relationships to ensure account growth
- Quickly respond to inbound requests from clients, including Level 1 and Level 2 support
- Proactively identify new use cases or growth potential in existing accounts
- Communicate effectively at all client levels, including CxO
- Organize, conduct, and document status meetings with clients and provide feedback to the Product team
- Keep detailed records and usage metrics for all clients
- Implement and support all MERGE SaaS products and services
- Work closely with Level 3 Support team to ensure bug resolution and maintain customer satisfaction
**These are the qualifications we're looking for**:
- 3+ years of experience in customer success or account management
- 1 -2 years of experience using Marketo
- Proficient with SaaS tools (Salesforce, Marketo, Google Apps, LiquidPlanner, GoToMeeting, etc.)
- Excellent communication skills: written, verbal, and presentation
- Self-starter and ability to manage multiple priorities, projects, resources
- Strong relationship-building skills
- Detailed, meticulous, well organized
- MCE certification, knowledge of API and SQL database
- Workato knowledge is a plus
**Compensation: $78,000.00 - $118,000.00**
Salary differential is based on seniority, merit, education, training and experience. MERGE's career ladders reflect department growth from Associate through Partner levels, with details of roles and responsibilities associated with each level. New hires are assigned a job level within a particular position based on these criteria and salary is set within the job level based on these criteria. Growth from one level to the next occurs when employees master their role, and are promoted into the next level, generally during salary review cycles which are posted in the employee handbook.
LI-NP1
LI-REMOTE
**And here's how we live our values at MERGE**
- Mastering our craft
- Delivering with a growth mindset
- Collaborating for shared success
**MERGE is proud to be an Equal Opportunity Employer**
MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be
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