Customer Success Manager, Emplifi
Ratings & Reviews
More information about location
AI-powered social media management & marketing platform
Job no longer available
AI-powered social media management & marketing platform
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
To deliver growth, increased sales, and improved loyalty.
Role
Who you are
- The ideal candidate should have an eCommerce retail SaaS background and be passionate about delivering exceptional client service. Familiarity with front-end code (HTML, Javascript) and technical troubleshooting is a plus
- You have innovative ideas to inspire customer loyalty and adoption
- Ability to form long-standing relationships with customers
- SaaS experience working with eCommerce clients
- Ability to work with both internal and external teams to deploy a SaaS integration
- Discipline to deliver timely follow-up after each client interaction
- Very strong organizational skills
- Excellent written and spoken communication skills
- A track record of working in a fast-paced, self-motivated environment
- Minimum of 3-5 years experience and demonstrated track record of success in customer success or support with ongoing customer relationships
- Ability to prioritize and work across many projects simultaneously
- Positive attitude, high energy, quick learner, adaptable, multi-tasker, responds well under pressure
- Proficient in software project/product implementation
- Familiarity with RESTful APIs
- Experience with data feeds (XML, CSV, TSV) is a plus
- Can work autonomously and collaborate with a team
What the job involves
- The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs
- Through this, they are ultimately responsible for retaining and growing Emplifi’s existing client relationships. We leverage the industry's largest social media data set and CX management suite
- We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in
- As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore, and be part of an ever-growing family
- You will be supported in your career by a team of professionals dedicated to your development so that you can grow as a professional and a social media expert advisor
- This critical client-facing role delivers Emplifi’s Ratings and Review software-as-a-service platform to customers and online shoppers
- The person in this role will be responsible for a portfolio of existing accounts, lead new clients through onboarding, and strategize ways to recognize maximum value from and usage of their collected content, whether digitally or in-store
- Retain a book of business, manage the renewal process, and identify expansion and upsell opportunities
- Work closely with stakeholders to define and fulfill outcomes
- Help conduct kick-off, scoping, and onboarding for new projects
- Maintain healthy relationships with clients post-launch (business reviews, performance monitoring, check-ins) to maximize value and adoption
- Grow and maintain relationships with key client stakeholders
- Help translate technical details for clients to understand easily
- Escalate and resolve critical issues or blockers for each integration
- Communicate high-priority customer requests to Engineering/Product teams
- Drive contract renewal process for each account
- Educate Client on Emplifi’s new features and drive adoption
- Track and maintain the Client’s record and data in Gainsight
- Track and manage billable support hours
- Train clients to use the system effectively
Our take
Companies across all sectors look to constantly improve customer experience and user journeys. It’s important with evolving technologies for companies to stay fluid using customer insight or feedback to tailor experiences and stay relevant. Emplifi is a customer engagement platform designed to support brands with insights needed to understand their customers and provides tools to better the CX journeys.
The company supports deep understanding of the most used social media platforms through to automated AI-powered solutions to iron out bumps in the user journey. Emplifi has created a plethora of cloud products that can be suitable for a multitude of clients, opening themselves up to a wide client base. The company has also integrated Snapchat and deepened TikTok understanding among the already connected apps, to help convert clients' social media followers into their customers.
And with an impressive client roster of over 7,000 including the likes of Delta Air Lines, Ford Motor Company, and McDonald's. Emplifi also received funding in 2022 to accelerate product innovation and growth through existing and new markets, and launched 10 new AI-powered marketing and customer care tools to accelerate its growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2014
$26m
SERIES C
Nov 2012
$6m
SERIES B
Total funding: $34m
Company HQ
Easton, Columbus, OH
Leadership
Ohad Hecht
(CEO)Prior to joining Emplifi in 2024, Ohad co-founded Prodport where he served as the CEO. He also spent 11 years at Emarsys in various roles, including COO and CEO.
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