Customer Success Representative

3 weeks ago

Ottawa, Canada Moz Full time

Description

Customer Success Associate Campaigner is a Ziff Davis brand, offering a full-featured email and SMS marketing platform for businesses to engage their customers. With over 20 years in business and a global reach, our experienced team of experts help customers of all sizes achieve the best possible ROI with email and SMS marketing, backed by a highly scalable platform. Job Description This position is a hybrid office-remote role, located in Ottawa.
The Campaigner Customer Success Representative will be a key member of a dynamic, performance-driven, proactive team. The Customer Success Associate is responsible for providing onboarding, ongoing education, and email marketing consultation to assigned managed accounts in order to drive product usage, customer retention, renewals, client satisfaction and growth. The CSR is responsible for protecting Campaigner’s revenue and identifying risk factors early in order to provide solutions to overcome the customer’s challenges. As cancellation requests are presented, the CSA will reduce churn by engaging with the customer to identify friction points and presenting solutions to retain the customer's business. Responsabilities Focus on understanding your assigned customers’ business goals and objectives, providing expertise on how Campaigner can be utilized to meet them. Drive usage and adoption of Campaigner products, services and solutions, driving customer satisfaction and ensuring that customers are making full use of available features and services, identifying growth and education opportunities. Establish strong relationships with internal teams including Sales, Marketing Services, Account Management, and work with these teams to ensure customer satisfaction through education, strategic problem solving, upsells and ability to think outside the box. Assist clients in interpreting the results of their campaigns and make appropriate suggestions to improve performance Proactively monitor and report on customer usage to ensure customers are engaging with the Campaigner platform and to drive optimal monthly revenue retention. Utilize Campaigner to proactively engage clients, deliver value, and reduce churn. Focus on forecasting loss by identifying and managing any potential downgrades, cancellations, or non-paying accounts at risk of churning. Grow the CSM book of business by identifying upsell opportunities. Accountable for identifying client issues, proposing solutions and escalating to the appropriate person to the point of resolution. Ensure monthly customer engagement including updating email marketing goals and discussing new features, and optimal feature usage. Attain a deep understanding of Campaigner technology and product offering including partner technologies. Provide ongoing product education to internal teams, increasing their understanding and enabling them to have the right conversations with customers.  
Job Requirements 1-2 years of experience in the field of Customer Success, AM, or Sales in software or other solutions-based offerings (preferably SaaS) Subscription renewal/revenue/retention experience preferred. Excellent communication skills; building quick rapport over phone, via email and strong presentation skills.  Ability to communicate with colleagues and customers at varying levels of seniority. Be able to critically evaluate business objectives and provide recommendations for improvement. Demonstrate evidence of analytical skills and ability to gather requirements Hold a confident, professional, positive and thorough approach to all aspects of your work Preferably hold knowledge of digital communications and email marketing industry and always eager to learn more. Familiarity with HTML and CSS is a plus. Overall positive and supportive attitude and energy, both internally and with clients. About Ziff Davis Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health and wellness, cybersecurity, and martech.

Ziff Davis believes that “Doing > Talking” and embraces the business and societal imperative to have a diverse and inclusive organization. We are taking actions today to build and sustain a global employee population that mirrors the diverse communities we serve around the world. 

Ziff Davis is an equal opportunity employer that offers great employee benefits, including, but not limited to, Health, Vision, Parental Leave, Maternity Leave, Dental, RRSP, Employee Assistance Program, Employee Stock Purchase Program, Flexible Time Off.

Benefits

Generous medical, dental and vision coverage

Open PTO policy with the expectation that you take at least 1 week off per quarter

10-16 weeks of fully paid parental, medical, or family leave

Company matches to retirement plans

Volunteer time off and matching donations

Stipends for home internet

Remote-friendly culture, with the option to be in office in Ottawa, Raleigh-Durham, Seattle or Vancouver.

Training through Mozzer U, reimbursement for conferences

Cereal bar, healthy (and not-so-healthy) snacks, & beverages

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