Customer Success Manager - Description
Zeta Global is looking for a dynamic and personable individual who is acutely skilled in client service management to join the CRM Customer Success account team to manage a portfolio of existing clients. The Customer Success team is responsible for managing client relationships and delivering best-of-breed customer service and performance for our marketing clients.
The Account Manager collaborates with multiple stakeholders to negotiate, draft, and ‘close’ commercial agreements between Zeta Global and our enterprise clients. This role requires a keen focus on contractual outcomes, with the goal of sustaining & maximizing Zeta Global’s incumbent Annual Recurring Revenue (ARR). The primary success metrics for the Account Manager are Net ARR retention and customer satisfaction.
Responsibilities
- Responsible for overall client satisfaction and retention.
- Assume contractual responsibilities for a portfolio of clients, executing a license renewal schedule and SOW cadence with each.
- Build critical client relationships with contract signatories, procurement, legal, and key finance personnel.
- Act in a client-facing capacity to lead the direction, communications, and outcomes across teams.
- Lead client calls and communications. Ensure and manage to outcomes and follow-ups.
- Manage client budget and forecast processes.
- Ensure compliance with SLAs.
- Promote and pursue client collections, when necessary.
- When issues are identified, work with team members to develop solutions and client communication. Escalate any major client issues, bringing in senior management as appropriate.
Required Experience
- BS or BA degree, preferably in Marketing or Business
- 5 -7 years’ experience in account management or professional work experience in a fast-paced agency environment, with accountability or direct involvement in contracts ranging up to $100K in annualized value
- Excellent communications skills and relationship skills
- Strong business acumen with natural aptitude for identifying risks and opportunities.
- Self-driven with the energy and resilience to perform consistently at a high level
- Proficient in MS Office: Excel, PowerPoint, and Word
