What are the responsibilities and job description for the Sr. Client Experience Manager position at Digitalzone?
Sr. Client Experience Manager
Digitalzone is looking for a talented and experienced Sr. Client Experience Manager to join our rapidly expanding business to support and grow our strategic customers.
As Sr. CXM, you will be a strategic and supportive partner for the assigned book of business at every stage of the buying process. You will partner with Sales, Operations, and the customer to drive a successful program launch, then own strategic optimizations, and manage the client relationship by becoming their trusted Digitalzone advisor and continue to deliver growth.
What you will do and achieve
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
This is a United States-based role. We are not accepting international applicants at this time.
Digitalzone is looking for a talented and experienced Sr. Client Experience Manager to join our rapidly expanding business to support and grow our strategic customers.
As Sr. CXM, you will be a strategic and supportive partner for the assigned book of business at every stage of the buying process. You will partner with Sales, Operations, and the customer to drive a successful program launch, then own strategic optimizations, and manage the client relationship by becoming their trusted Digitalzone advisor and continue to deliver growth.
What you will do and achieve
- Working with Sales, co-own the relationship with your assigned customers from launch through their lifetime with Digitalzone - focusing on long-term program renewals & success while Sales owns revenue expansion responsibilities.
- Build and cultivate consultative customer relationships with business stakeholders to ensure strong strategic growth.
- Track and monitor all customer issues and requests through resolution, ensuring customers are updated efficiently and regularly.
- Work collaboratively with the product team to push customer needs as an advocate for the customer / voice of the customer within the business.
- Build and maintain success plans amongst key stakeholders within Digitalzone and at the customer to achieve growth objectives and KPIs.
- Run and maintain regular cadence calls with customers and internal teams to maintain customer engagement and demonstrate value.
- Have a mindset to find a better way of doing things - continuous improvement and review of processes.
- Evaluate risk of churn and proactively evade dissatisfaction.
- Educate customers on the capabilities of the product and how to maximize ROI.
- Delivery of campaigns
- Performance against customer goals and objectives
- 3-5 years of B2B experience
- 1 yrs working on programmatic display, in addition to content syndication
- Ability to assess customer use cases and provide suggestions leveraging the product to address their needs.
- Experience in Customer Success Management or Account Management
- Intermediate knowledge of Microsoft products: PowerPoint, Excel, SharePoint, Outlook, OneDrive, Teams
- Nice to have experience in or knowledge of different MarTech.
- Conflict resolution and problem-solving skills.
- Project management skills - ability to manage the setup, delivery, and success of a customer’s campaign from brief to completion.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Excellent written, verbal, presentation, and phone communication skills, with the ability to adapt conversations for technical and non-technical audience.
- Communication: professional presentation and interaction skills with both customers and internal teams. Written communication to be clear and concise.
- Stakeholder alignment: ability to assess the organizational structure and pain points of customers to successfully drive strategic guidance and value.
- Project planning: plan and ensure execution of customer programs including launch prep and partnering with Operations on setup, configuration and customization including both landing pages and integrations.
- Self-motivated: proactive approach to delivering service to customers finding ways to add and demonstrate value
- Detail-oriented: highly organized, methodical problem solver, ensuring all issues are managed to completion.
- Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers’ KPIs.
- Teamwork
- Churn rate
- Revenue Retention
- Customer retention
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.
This is a United States-based role. We are not accepting international applicants at this time.
Salary : $110,000 - $120,000