Customer Success Manager, Enterprise (UGC)

Are you a Customer Success Manager, obsessed with providing the best service possible to your clients? Are you a self-starter and a motivated team player?

Good news! 1WorldSync is looking for a Customer Success Manager, Enterprise to join our team.

Check out the role overview below If you are confident you have got the right skills and experience, apply today.

1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Customer Success Manager, Enterprise to support our growing global team.

Reporting directly to our Manager, Customer Success - Enterprise , the Customer Success Manager, Enterprise will work with clients to provide measurable results to prove the value and ROI of the client’s investment.

CSMs focus on ensuring clients are adopting products and features while keeping best practices in mind, training on the Ratings and Reviews platform and engaging with relevant tools to optimize their objectives.

Post-implementation, CSMs own the day-to-day program execution and help to deliver the ROI and value of the product and its impact.

CSMs will also focus on building relationships for day-to-day contacts via adoption / training alongside additional client-facing teams to penetrate the account beyond the day-to-day contacts.

As a Customer Success Manager, Enterprise at 1WorldSync, responsibilities include the following :

• Maintain and develop existing client relationships for assigned book of business through various levels of communication including on-site meetings (when possible), regular status meetings, and email communication.
• Achieve / exceed all individual KPIs including Customer retention, NPS, business reviews, and regular client interaction.
• Ability to gain a deep technical understanding of the Ratings and Reviews platform, and the ability to communicate clearly with clients about this for technical troubleshooting.
• Identify opportunities for new features and product adoption in the assigned client base.
• Focus on ensuring core products are performing as expected and implemented, driving adoption of our tools and optimizing engagement.
• Develop and share marketing best practices to drive UGC submission volume and adoption of new Ratings and Reviews platform products and features in a consultative manner.
• Consult with clients to create a success plan that clearly defines key ROI metrics.
• Act as a liaison between clients and Ratings and Reviews platform internal teams.

Required Skills and Experience :

• Bachelor’s degree or equivalent experience.
• 4+ years of work experience in a customer success / account management role.

Desired Skills and Experience :

• Experience with upselling and cross-selling into existing accounts.
• Track record of meeting and outperforming KPIs.
• Strong project management, time management, and organizational skills with the ability to successfully manage multiple projects and priorities at one time.
• Outstanding oral and written communication skills.
• A team player with a high level of initiative and the ability to work well in a team environment.
• Presentation and public speaking experience, including using Google Slides / PowerPoint.
• Positive, self-starter attitude with a desire to exceed client expectations who is interested in working in a fast-paced environment.
• Attention to detail, highly organized, with an absolute focus on the quality of work.
• Experience in eCommerce and / or SaaS.
• Proficient in Excel, NetSuite, Google Suite.
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action.

Benefits :

• Incredible health benefits (FSA and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
• Short and long-term disability and life insurance.
• Additional optional benefits include a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.

Additional Details :

• This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
• This role requires the candidate to have the authority to work in and be located in the US.
• This position requires up to 15% travel.

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