Openings >> Enterprise Customer Success Manager
Enterprise Customer Success Manager
Summary
Title:Enterprise Customer Success Manager
ID:695
Department:Client Services
Location:Chicago, IL
Description

Enterprise Customer Success Manager

Location: Chicago, IL and Chevy chase, MD

  • Are you a savvy digital marketer passionate about solving customers’ needs?
  • Do you believe that building strong relationship with customer is the key to success?
  • Are you looking to work in a fast-paced digital company that specializes in products and services?

If the answer to all these questions is a “Yes,” then the Enterprise Customer Success Manager at Milestone is your next calling! Individual in this role is responsible for customer advocacy, driving adoption, growth, and for renewals by building strong relationship with customers at all levels. The Enterprise Customer Success Manager will be responsible for ensuring customer goals and objectives align with execution roadmap, educate customer on the latest digital trends and best practices, and drive strong relationship with key decision makers to ensure full organizational alignment. The success of this role will be measured by customer health, product and service usage, reducing customer friction points, growth, retention, and customer advocacy.

Ideal candidate should have holistic digital marketing experience in paid media, organic search, social marketing, and 5+ years of experience managing enterprise customer relationship.

Summary of responsibilities

1. Drive Customer Success outcomes

  • Lead outcomes for client renewals, expansion, and advocacy
  • Build relationship with key stakeholders to understand their business needs
  • Own overall relationship with assigned clients, which include: Increasing adoption, ensuring Customer Satisfaction, retention resulting into contract renewals
  • Identify revenue generation opportunities in accounts through nurturing of the relationships in the account and strategically placing the sales team to close the deals
  • Influence future lifetime value through higher platform and services adoption, customer satisfaction and overall account health scores
  • Oversee client-driven product, marketing enhancements and lead the interface between client and MS cross-functional team members
  • Establish yourself as a trusted advisor by understanding client needs, industry trends, and translating those into impact-drive solution for clients

2. Define and optimize the customer lifecycle

  • Map the customer journey
  • Develop listening points in journey (e.g. usage, satisfaction etc.)
  • Standardize interventions for each point in journey
  • Develop, prepare, and nurture customers for advocacy
  • Advocate customer needs/issues cross-departmentally
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goal
  • Program manage account escalations
  • Define segmentation of customer base and varying strategies
  • Identify opportunities for continuous improvement
  • Learn from best practices in the industry

3. Manage Customer Success activities

  • Manage Customer On-boarding
  • Facilitate Customer/User Training through subject matter experts
  • Customer success management
  • Renewals
  • Create grounds for up-sell by identifying opportunities
  • Drive Customer Advocacy

4. Creating and driving customer account strategy

  • Show value of Milestone’s products and services that impact business needs
  • Lead strategic planning discussions with key stakeholders
  • Lead client meetings, QBR preparation and presentation
  • Participate in steering group meetings to drive customer success
  • Keep clients informed about product and marketing enhancements within MS and advocate for clients’ needs

5. Metrics of Performance

  • Customer referencability
  • Number of activities against the statement of work (SOW) in an account
  • Consumption of SOW
  • Opportunity identification for sales

 

Qualification

  • 5+ years’ most-recent experience managing enterprise-level customers
  • Experience working with cross-functional teams to drive results
  • Solid understanding and hands-on experience working in digital marketing and managing Paid, Social, Content, SEO and Digital Marketing preferred
  • Experience working with enterprise-class software to lead client onboarding, demos preferred
  • Excellent communication skills
  • Excellent skills to create present to C-level, and top strategic customers
  • Public speaking skills
  • Excellent analytical skills



About Milestone: 

Milestone is a premier provider of Digital Marketing Software and Services with over 250 employees and 4 locations world-wide. Our customers include some of world’s premium brands such as US Bank, Marriott, Hyatt and TrueValue, who use Milestone products to improve the experience of their consumers and increase search visibility for their branches and locations across the Google, Bing, Yelp, Maps, and the rest of the internet ecosystem. Our leadership team has decades of experience in the world of digital marketing and enterprise software and services, and are frequently featured as premier speakers at global conferences like SMX. With over 500 awards and 2,000+ customers, Milestone is recognized for its achievements by both our peers and by industry experts. Learn more about Milestone at www.milestoneinternet.com. Services offered by Milestone include the following:

Milestone’s Digital Marketing Cloud Solution

Milestone Software Platform Solutions

    • Milestone CMS™ - Website Development
    • Milestone Local™ - Local Listings and Events Management Software
    • Milestone Social™ - Social Media Management Software
    • Milestone Reviews™ - Reputation Management Software
    • Milestone Analytics™ - Digital Marketing and Analytics Software
    • Milestone Insights™ - Digital Audit and Competitive Analysis Software

Milestone Services

    • Website design - creative design and content
    • Technical SEO including schema deployment on 3rd party CMS sites
    • Social content marketing
    • Paid marketing and Omnichannel Campaigns

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