Customer Success Manager

· Greenwood Village, Colorado
Employment Type Full-Time
Minimum Experience Mid-level

Symphony MediaAI’s (SMAI) vision is to create a System of intelligence through a suite of solutions that assists clients through AI and Machine Learning. Already the preeminent leader in Audit and Revenue Management Services for the media industry; auditing billions of dollars on behalf of major media companies in the Fortune 500 throughout the world, we are evolving with the media industry to provide it with the next generation of intelligence and insight that will propel our clients’ business forward through an ever-changing landscape.


 


Due to a consistent increase in the demand for our services, Symphony MediaAI is seeking a results-driven, highly motivated Customer Success Manager who will be responsible for building and maintaining client relationships to ensure client retention and growth. This individual must possess a client-first attitude combined with an understanding of SaaS support to ensure that all client requests are properly documented, managed, met and communicated. The right individual for this position is definitely tech-savvy and comfortable working with a range of different software apps and technical complexities. Our CSM’s are a vital component to the overall client experience. They are team players who are strategic problem solvers, proactive, organized, and detail-oriented. The ability to multitask in a diverse and fast-paced environment is a must in this exciting role.


Essential Duties & Responsibilities:


  •  Track and own Client Success metrics, client satisfaction, response times and reference statuses in CRM, case management systems, and project management software.
  • Provide continued client support through various methods including; phone calls, emails, chat, meetings, etc…
  • Provide strategy and guidance to improve clients marketing performance
  • Ensure client retention and satisfaction while actively monitoring client health metrics
  • Drive cross-functional initiatives that will improve the overall client experience, leading to greater satisfaction and loyalty among our clients while developing deep client relationships
  • Implement client success best practices in a variety of use cases and industry verticals
  • Conduct regular account reviews and marketing launch meetings to celebrate positive outcomes and identify opportunities for growth
  • Ensure sure clients are 100% satisfied!


 Experience:


  •  2-5 years of client-facing experience in a SaaS and/or Professional Services Software based organization
  • Demonstrated experience learning new technologies and solutions
  • Shows outstanding communication skills (written and non-written). Able to write and speak clearly, navigate difficult conversations and easily communicate next steps.
  • High degree of comfort with technology and CRM systems required
  • Experience in a fast-paced, multi-tasking environment
  •  Digital marketing experience (including SEO and PPC) highly preferred


 

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  • Location
    Greenwood Village, Colorado
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level