Client Success Manager

Role :

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.

The goal of CAKE is to solidify and grow our client base through the cooperative efforts of employees at all levels. To help us achieve this goal, we promote professional development to serve the needs of our employees and the growth we are building together.

By working together, increasing efficiencies, and focusing on quality and profitability, we will prosper in any economic environment.

As the face of CAKE, all Client Services team members are advocates for CAKE clients and help them to reach their business needs and goals by using the CAKE software efficiently and effectively.

As a Client Services team member, your role and responsibilities have a foundation in the following areas :

Team : Be available to each team member and open to help when possible. Conduct yourself in a professional manner, treat people with respect and empathy.

Celebrate team successes.

• Leadership : Be an example of exceeding expectations and going above and beyond. Be collaborative and innovative with clients and the CAKE team.
• Knowledge : Strive to learn more in both the industry and the product. Have a natural curiosity to develop your knowledge and education in your profession.
• Client Health : Maintain an intimate understanding of your client’s health and strive to increase their health however possible, including the following but not limited to :
• ENGAGE : Create meaningful and long-lasting relationships with clients
• EDUCATE : Teach clients best practices and functionality
• STATUS : Have an intimate and available knowledge of each client
• GROW : Enable clients to expand and grow their business and use of CAKE
• SUPPORT : Support each client and team member with empathy
• Problem Solving : Break down ambiguous problems into concrete, manageable components and think through optimal solutions.
• Ownership : Take a high degree of ownership over your work. Be the lead and point person when advocating for your client.

Communication : Be a clear communicator with a professional presence. Be open to input from other team members and departments.

Essential Functions And Responsibilities

Team Engagement :

• Work closely with the CSM team to onboard all new assigned clients.
• Attend all Client Services meetings and product meetings as invited.
• Actively engage with the team to present ideas or client use cases.

Communication (written and oral) :

• Clearly communicate complex features or ideas in an easily digestible manner for clients to interpret and apply to their business needs.
• Use concise vocabulary to convey best practices and setup procedures within CAKE.

Responsibilities :

• Learn and become very proficient with the CAKE software platform.
• Manage day-to-day communications with the client once implementation is complete.
• Become very familiar with the client and their business needs and how CAKE presents value to their business.
• Provide ongoing consultative support and training to the client for existing and new features.
• Coordinate client outreach and follow-up on system updates, maintenance, and other subjects as necessary.
• Assist in creating and / or maintaining product documentation such as user guides, FAQ, and other training materials.
• Work closely with the Technical Support team to troubleshoot problems and document product enhancement requests from clients.
• Generate reports and perform data analysis per clients’ needs.
• Identify upsell opportunities to expand CAKE’s offering within existing clients.

Administrative Tasks :

• Update and maintain all relevant SalesForce fields and reports.
• Log all emails and calls in SalesForce.
• Maintain account notes at the Account and Instance level in SalesForce and Confluence.
• Be mindful of the tickets your clients are submitting (key accounts must be watchers on tickets submitted) and liaise with the Support team as necessary.
• Meet weekly with your manager to discuss issues or special notes for your clients and their status.
• Anticipate client needs through analyzing data.

Knowledge, Skills And Abilities :

Intermediate to advanced user level of : Microsoft applications, spreadsheets, presentations, internet software, e-mail.

Uses the Internet to source information about current client success techniques. Working knowledge of HTML, XML, Javascript, Basic web technologies (DNS, HTTP, SSL), Web Services / API’s.

• Deep understanding of using the following tools : Freshdesk, Jira, Firebug, SalesForce, Gainsight.
• Ability to analyze data with advanced Excel tools, troubleshoot and find solutions to complex business problems.
• A deep understanding of the online advertising and performance marketing industries.
• Requires basic math skills.
• Ability to read and comprehend instructions. Ability to write clear and concise letters and emails. Extremely effective instructive abilities as well as presentation skills.
• Must be able to work effectively with employees and clients at all levels in an objective and professional manner when responding to questions and soliciting information related to client success needs.

Proven capability in building effective business relationships via phone and email.

Educational / Experience Requirements :

Bachelor’s Degree preferred, 1-3 years operations and administration experience including exempt and non-exempt positions.

Will consider experience in lieu of a degree.

• Previous experience in any of the following is a plus : Freshdesk, Jira, Firebug, SalesForce, Gainsight.
• Experience using tracking platforms is preferred.

Physical Requirements :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Includes occasionally lifting and carrying and / or moving up to 25 pounds. Working at a computer for several hours during the day.

Also involves regularly standing, walking, reaching, talking, listening, hearing, and use of close and distant vision.

• Reasonable accommodations will be evaluated and considered to enable individuals with disabilities to perform the essential job duties.
• Ability to work online, with the majority of working hours overlapping 8am-5pm Pacific Standard Time (at least 6 hours should overlap).

Business Unit : CAKE

CAKE

FLSA Designation (US Only) :

Exempt

Salary Range :

The estimated base salary range for this role in the United States is $54,000.00 - $81,000.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote.

The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors.

Other Compensation : Not Applicable

Not Applicable

Benefits :

Full-time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short / long term disability, 401(k) participation (with company match).

Time off :

The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity, and one of our goals as an employer is to create an inclusive work environment for all employees.

We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at Perseus [email protected].

NOTE : If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins.

Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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