Client Success Manager New Brand Analytics
THIS JOB HAS EXPIRED Reports to: VP Customer Relations
Location: Corporate Offices ? Washington, DC
The Client Success Manager is responsible for maintaining key client relationships post-sales, ensuring renewals, making sure our clients are wildly successful in leveraging our tool and will refer us to other organizations.
Ensure customer satisfaction and success through providing strategic value insights; collaborate with client on product adoption and following adoption maturity model
Assist customers with strategic social intelligence objectives and ensuring nBA?s platform is deeply embedded in customer?s culture and drives value to customer
Artfully set and manage client expectations from the outset of the relationship, when the client signs their Software and Professional Services contract
Manage set of accounts post-sales through the rest of the customer lifecycle including renewals
Maintain constant and proactive communication with client accounts
Provide product training on different newBrandAnalytics products and reporting functionality
Manage difficult situations with clients and promote amicable solutions
Communicate client requests internally (including new feature requests and bug fixes) and monitor feature/bug resolution through the newBrandAnalytics Support Desk
Help identify potential upsell opportunities of other Products (Advantage, Instant, Professional Services, etc.) along with the Sales team
Proactively work with other functions on the Clients Services (CS) team ? Implementation Specialists, Support Desk, Client Analysts and other Client Advisors ? to evaluate processes and create areas of system improvement
Regular participation in CS Team activities, including Weekly Team Meetings
The Ideal Candidate:
A bachelor's degree.
3-5 Years experience in a technology company, preferably in a role interacting with Clients or Customers.
Phenomenal client facing communication skills
Sales background; experience in upsell and renewals
Ability to thrive in a fast-paced, rapidly-changing environment
Great problem-solving, analytical, and critical thinking skills
Excellent verbal and written communication skills
Able to maintain a high level of ownership and accuracy on all work activities
Strong organizational, time-management, multi-tasking, and interpersonal skills
Must enjoy travel, 10%+ in a multi-state territory
Excellent work ethic with a proven record of meeting deadlines.
newBrandAnalytics delivers social intelligence that helps companies win ? and keep ? market share while improving overall operational performance. newBrandAnalytics? unique approach extracts targeted, local insights from volumes of unstructured social media data, pinpointing specific ways your company can meet and exceed customer expectations to create lifelong brand evangelists. The company serves clients across food and beverage, hospitality, retail, and government industries, including Five Guys, Hersha, P.F. Chang's, Ruby Tuesday, Darden, the District of Columbia and many more. The company is headquartered in Washington, D.C. To learn more, please visit www.newbrandanalytics.com or @nBrandAnalytics.
newBrandAnalytics is an Equal Opportunity Employer and does not discriminate, nor will tolerate discrimination, on the basis of race, age, color, religion, sex, sexual orientation, ethnic or national origin, or handicap or disability.
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THIS JOB HAS EXPIRED