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Customer Success Manager

San Francisco, CA

Join a fast-growing marketing technology company based in the Mission (San Francisco). Interface with top companies and help them achieve success on a daily basis.

Responsibilities:

  • Manage book of business with focus on revenue growth and retention while providing exceptional customer service
  • Proactively manage book of business to ensure clients have an overall great experience with Talkable, while partnering with the Client Services and Campaign Management Team to ensure clients are receiving proper program expectations
  • Skillfully deliver quarterly client check in calls/presentations with the goal of ensuring client renewal before end of contract term
  • Partner with campaign managers to set up success plan for client accounts over initial 90 day pilot period and 12 months after to drive long-term success
  • Manage relationships with SMB and Mid-Market decision makers, marketing managers and their teams in order to create high-level strategy and optimization to drive revenue for the referral channel
  • Help clients define success metrics and KPIs to track against across quarters
  • Responsible for all continuation contract negotiation and upsell
  • Creation of collateral and playbooks/tools to share with campaign managers and customers
  • Conduct periodic customer health-checks and review customer health scores

Qualifications:

Required:

  • Bachelor's degree with course experience that demonstrates technical acumen
  • 2-5 years of support, strategy, or service experience to both internal and external customers
  • Identify and communicate success metrics and drive improvements to both client and process
  • Passion for consultative problem solving to identifying customer opportunities/solutions
  • Understand customer needs and prioritize feedback for constructive feature requests
  • Ability to manage roughly 100 SMB clients with a strong focus on quota achievement, account retention and growing your book of business
  • Excellent time management and organizational skills with the ability to track numerous details
  • Prepare and educate your team and customers on new features and releases
  • Monitor and identify adoption and utilization trends (successes and issues) for the team and customers

Preferred:

  • Experience using Salesforce.com
  • Master's degree
  • Experience managing interns or associates

About Talkable:

Talkable is a Y Combinator backed company that offers a best-in-class referral marketing platform. We empower our clients to generate new customers and increase sales by harnessing the power of referrals. Learn more at www.talkable.com.

Fine Print:

We may offer competitive salaries, medical/dental benefits (US only), PTO, paid holidays, and equity compensation. Talkable is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

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