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Informa TechTarget · 3 days ago

Customer Success Manager

Newton, MA

Full-time

Hybrid

Entry, Mid Level

$67K/yr - $73K/yr

2+ years exp

Informa TechTarget is a global leader in business-to-business events and digital services. They are seeking a motivated Customer Success Manager responsible for developing customer relationships that promote retention, growth, and loyalty while providing strategic direction and tactical support for clients.

AdvertisingArtificial Intelligence (AI)B2BDigital MediaInformation TechnologyInternetLead GenerationNewsSales AutomationSoftware

Responsibilities

Drive customer engagement with Informa TechTarget products; focusing adoption, expansion and renewal

Onboard & enable customers on product functionalities and capabilities

Investigate customer’s current workflow and technology stack

Uncover customer’s ideal key performance indicators, metrics of success and areas of opportunity

Consult customers on appropriate use cases of Informa TechTarget data and products to achieve agreed upon KPIs

Drive usage and identify recommendations on appropriate integration strategies

Build appropriate narratives, presentations and client communications that showcase client success, areas of optimization and upsell

Coordinate with internal teams to proactively to prevent and resolve issues and provide data, deliverables, and strategic guidance to customers

Present and communicate, in person, over the phone or video to end users, marketing management, sales management and executives

Escalate areas of concerns, client challenges; and

Provide and consult on marketing and sales best practices and how Informa TechTarget data and products can support

Qualification

Customer Success ManagementSaaS OnboardingB2B Digital MarketingAd Tech KnowledgeMarketing Automation SystemsClient Presentation SkillsCreative Problem SolvingCommunication SkillsWriting Skills

Required

Bachelor's degree

2 - 4 years' years of customer facing experience in a customer success or support role, preferably in a software or Sales/Marketing environment

Preferable experience onboarding clients to SaaS products

Knowledge of B2B digital marketing, ad tech, marketing automation systems, lead generation, demand generation and content marketing

Extremely detailed oriented, ability to multi task several different product & client engagements

Creative problem solving, solutions-oriented and strategic, long-term view of customer relationship

Strong sales orientation, communication skills, client-ready presentation skills and writing skills

Ability to offer perspective and guidance, in some cases, in a persistent manner

Benefits

Great community : a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment

Broader impact : take up to four days per year to volunteer, with charity match funding available too

Career opportunity : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves

Time out : open PTO policy, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year

Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount

Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more

Recognition for great work, with global awards and kudos programs

As an international company, the chance to collaborate with teams around the world