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Customer Success Manager

San Francisco, CA

Join the Talkable Team and help drive value for our customers through our referral programs!

Talkable is the leading referral marketing platform, helping e-commerce businesses acquire new customers and increase sales through powerful Refer-a-Friend campaigns. Our mission is to spread innovation and help great companies grow. Talkable is changing the way e-commerce companies acquire and retain customers, through one of the most powerful marketing tools – referrals. The company builds refer-a-friend programs that allow businesses to acquire new customers through the endorsement of their friends and family, shared via email, SMS, and other social channels.

Qualifications:

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

Will be a plus:

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

Responsibilities:

  • You will manage book of business with focus on revenue growth and retention while providing an exceptional customer experience . Our mission is to be “the greatest customer success team in the Digital marketing industry”.
  • You will proactively manage book of business to ensure clients have an overall great experience with Talkable, while partnering with the Professional Services and the Campaign Management Team to consistently deliver a high quality of work.
  • You will skillfully deliver quarterly client check-in calls and create data-driven presentations with the goal of ensuring client renewal.
  • You will manage relationships with SMB and Mid-Market decision makers, marketing managers and their teams in order to create high-level strategy and optimizations to drive revenue through the referral channel.
  • You will partner with clients to Help clients define success metrics and KPIs to track against across quarters.
  • You will 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.
  • You will be responsible for all continuation contract negotiation and upsell.
  • You will be responsible for creation of collateral and playbooks/tools to share with campaign managers and customers.

What we offer:

  • Work in the leading referral marketing platform.
  • Be free to share your experience at conferences and media. We’d love to see your personal brand grow.
  • Enjoy the culture of total transparency. At Talkable everyone knows the company goals, revenue, and progress across all departments. Don’t like to be surprised by unexpected news? We don’t either.
  • Make your voice heard. Everyone is open for ideas and feedback at Talkable.
  • Surround yourself with really talented peers.
  • Be a part of a socially responsible company — Talkable has made a commitment to volunteer as a team at least once every quarter.
  • Become a part of a generous stock option, unlimited paid vacations and sick-leaves policies, 401(K) plans, medical/dental benefits.

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, 401(K) plans (US only), 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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