Customer Success Manager, Emplifi
DACH
Customer engagement platform
Be an early applicant
Customer engagement platform
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help enterprise-level brands close the customer experience gap across the entire CX journey.
Role
Who you are
- Experience in customer success, customer onboarding, account management, or a similar role, preferably within the SaaS or digital marketing industry. Experience with Emplifi solutions is highly desirable
- Demonstrated ability to build strong relationships and manage key customer accounts
- Proficient understanding of digital marketing services such as social media, content marketing, etc
- Strong problem-solving skills and the ability to handle challenging client situations with grace
- Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms
- Fluent level German language skills, and fluent English language skills are both essential. Additional languages a benefit
- Excellent verbal and written communication skills
What the job involves
- The Customer Success Manager is a crucial ambassador for our clients within our digital marketing company
- With a core focus on sustaining positive client relationships, the CSM plays a central role in customer retention, renewal strategies, product adoption and identifying expansion opportunities
- The CSM will manage a defined book of business within a designated geographic territory or named account portfolio
- Based within Germany, this role will support the German and wider DACH market and our customers in those territories
- Serve as the primary point of contact for customers in the assigned territory or named accounts
- Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty
- Understand customer objectives and align our services to achieve those goals
- Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption
- Collaborate with internal teams to expedite service delivery and meet onboarding timelines
- Monitor client usage and product adoption rates
- Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential
- Address any adoption challenges with tailored solutions
- Develop strategies to ensure high retention rates and manage the contract renewal process
- Predict and address potential churn risks, implementing mitigation strategies as needed
- Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs
- Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities
- Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement
- Act as the client's advocate within the company, ensuring their needs and concerns are addressed
- Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics
- Provide regular updates to management on client health, renewal forecasts, and potential risks
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 recently integrated Snapchat and deepened TikTok understanding among the already connected apps, to help convert clients' social media followers into their customers.
The impressive client roster (7,000+brands) includes the likes of Delta Air Lines, Ford Motor Company, and McDonald's. To already be working with household names like these speaks to the reputation the company has already created through its well-performing products. Emplifi 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 benefits
- International, fast paced and rapidly growing environment
- Chance to work with the world’s biggest brands at the CX tech leader
- Agile and open-minded culture, with high levels of trust and flexibility
- Opportunity for professional growth and development
- Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
- Benefits package including Medical, Dental, Vision & Life Coverage Options
- Flexible Working Hours
- Unlimited PTO
- 12 paid Holidays
- 2 Paid Community Service Days
- Company paid STD and LTD
- 401K
- Parental Leave Benefits
- Educational Reimbursement Opportunities
- Referral Bonus Program
- Access to an Employee Assistance Program (EAP)
- Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy
Company HQ
Easton, Columbus, OH
Leadership
Mark Zablan
(CEO)Previously CEO of Socialbakers, CRO of Sitecore and President - Europe, Middle East and Africa for Adobe.
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