Customer Experience Manager

This Job Contributes to the Company Mission By:

Influencing revenue through proactive engagement with clients to support the consumption of content syndication/ demand generation solutions. Cultivating deep customer relationships with an assigned portfolio will deliver value which will lend to product adoption, potential for consumption of additional service/ product offerings and support client retention. This is a fantastic opportunity to kick-off your career in Mar-Tech / SaaS, and Customer Experience / Sales at an exciting time here at DemandScience. 

Essential Job Functions, “What You’ll Do”:

• Serve as point of contact for clients relative to design and launch of innovative, targeted campaigns, providing key campaign performance indicators and resolving problems that may arise during the campaign lifecycle.
• Engage clients proactively on a regular cadence (weekly or bi-weekly) throughout the campaign lifecycle to build relationships along with enhancing their knowledge of the product features and releases.
• Analyze all client programs prior to launch for clear goals and objectives for use by other key teams.
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs.
• Execute efficient launch of campaigns and monitor progression daily to ensure completion by target end date.
• Daily monitoring of assigned client programs to ensure they are running according to plan.
• Closely manage and nurture accounts to identify and eliminate risk of attrition.
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services.
• Proactively focus on ways to grow and improve client relationships.
• Partner with internal stakeholders and Sales teams to align account activities and developing account strategies.

*Individual contributor, not a manager of people - "CXM"

Essential Qualifications, “What You’ll Need”:  

• Bachelor's Degree in sales, business, communications, or related discipline preferred.
• 1-2 years of Client Service, Account Management or Sales experience in a SaaS organization.
• Marketing Automation and/or CRM and/or Content Management Systems/ Analytics experience.
• Adaptable team player with a positive attitude and effective interpersonal skills.
• Ability to work cross-functionally internally and with external clients.
• Demonstrated keen eye for detail and highly organized individual.
• Demonstrate good judgment, critical thinking, problem solving and negotiating skills to make decisions
• Ability to efficiently manage multiple customer projects simultaneously.
• Demonstrated excellent communication (verbal and written) skills, including creating and presenting reporting to clients, issue tracking, triaging and crisis management that demonstrate an ability to clearly articulate professionally in a clear, concise manner.
• Ability to effectively communicate technical information to non-technical audiences.
• Strong interpersonal skills to build and foster relationships with clients to inspire customer loyalty and support product usage.
• Contribute to a collaborative environment that exemplifies a commitment to the Company’s core values.
• Proficiency in Microsoft Office; Slack, Monday.com, Salesforce or other comparable software applications.
• Hybrid role: Danvers, MA, in office 2 days/week (see office info: https://g.co/kgs/bMJFVWv)

THE GOOD STUFF!
We embrace diversity and inclusion and encourage our amazing team members at Demand Science to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency.  The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• 401(k) Plan with Employer Match
• Top tier Medical, Dental and Vision plans
• Flexible Spending, Dependent Care, and Health Savings Accounts
• Short Term and Long-Term Disability
• Life Insurance and AD&D Insurance
• Health and Wellness Initiatives
• Workplace Flexibility
• Paid Time Off
• Peer-Appreciation Program
• Employee Referral Program
• A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
• Join a great organization that cares about employees!

DemandScience is proud to be an equal-opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. DemandScience complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state, or local law. If you need assistance or accommodations due to a limitation, please contact [email protected].

We are interested in retaining your data for a period of 12 months in connection with our consideration of your employment application and to consider you for additional suitable positions at DemandScience.  Your personal information is processed in accordance with our privacy policy, available at https://demandscience.com/privacy-policy/.  By applying for this position, you confirm that you have reviewed our privacy policy, including understanding that we may be collecting personal information about you from or through third-party service providers.  If you have any questions regarding our processing of your personal information or if you would prefer that we not retain your personal information after our consideration of you for the particular position to which you are applying, please contact us at [email protected].

Find out more at https://demandscience.com/careers/#join-the-team