Customer Success Manager
TechTarget is seeking a Customer Success Manager who will be responsible for developing customer relationships that promote customer retention and loyalty. Specifically, Customer Success Managers are responsible for providing tactical support and strategic direction for clients who purchase our integrated media and data services; with a focus on supporting clients and their usage of TechTarget’s Priority Engine(TM) platform.
The Customer Success Manager will be an extension of our clients’ sales and marketing teams, with the clear understanding of the customers’ business challenges and ensuring our products, helps to achieve the customer’s objectives, goals and KPIs.
Essential Job Functions:
- Drive customer engagement with the Priority Engine(TM) tool; focusing on adoption and renewal;
- Onboard & train customer on Priority Engine(TM) and its functionalities, capabilities, and product details;
- Investigate customer’s current lead workflow and marketing technology stack;
- Uncover customer’s ideal key performance indicators, metrics of success and areas of opportunity;
- Consult customers on appropriate use cases of Priority Engine(TM) to achieve agreed upon KPIs;
- Drive usage, identify new user’s recommendations on appropriate integration strategies;
- Build appropriate narratives, presentations and client communications that showcase client success, areas of optimization and upsell;
- Present and communicate, in person, over the phone or video to end users, marketing management, sales management and executives;
- Escalate areas of concerns, client challenges; and,
- Provide and build best practices on integrated marketing tactics and how Priority Engine(TM) can support the tactics.
Knowledge, skills and abilities required:
- Bachelor’s degree;
- 2 - 4 years’ years of customer facing experience in an implementation or customer success role, preferably in a software or Sales/Marketing environment.
- Preferable experience onboarding clients to SaaS products
- Proficiencies in Salesforce.com and industry leading Marketing Automation Platforms & project management platforms;
- Knowledge of traditional digital media and marketing best practices including content marketing;
- Extremely detailed oriented, ability to multi task several different product & client engagements;
- Strong sales orientation, communication skills, client-ready presentation skills and writing skills; and,
- Ability to offer perspective guidance; and in some cases in a persistent manner
TechTarget, Inc. is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. TechTarget strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. TechTarget complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
