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Customer Success Manager

Customer Experience | Houston, TX | Full Time

Job Description

JOB SUMMARY:

Hearst Digital Marketing Services is looking for a highly motivated Customer Success Manager to support our Digital Advertising teams. The Customer Success Manager (CSM) is responsible for building lasting rewarding relationships with our customers. Critical to success is the prompt on-boarding and resolution of customer issues, ensuring customers quickly realize maximum value from Hearst’s Digital Marketing solutions. Therefore, the CSM must possess a strong knowledge of digital products including SEO, SEM, and website management. If you are a high-achiever that is laser focused on exceeding your customer’s expectations, let’s chat!

RESPONSIBILITIES:

  • On-board new customers within 48-hours of contract signature
  • Act as primary point of contact throughout customer lifecycle
  • Project manage client initiatives (internally & externally) in a timely fashion
  • Track & monitor account status and identify areas of concern
  • Resolve any customer account issues originating from customer calls or internal groups
  • Involve assigned Account Executives as needed to achieve upsell opportunity
  • Act as a team player and contribute to the team's revenue success

SKILLS / QUALIFICATIONS:

  • Strong interpersonal skills and be very customer focused
  • An understanding of the digital market place
  • Excellent analytical skills
  • Ability to establish and maintain effective working relationships with all levels of the organization and external clients
  • Ability to respond to frequent demands of multiple customers (internal and external)
  • Solid time management skills and able to handle multiple tasks in a fast-paced atmosphere
  • Outstanding computer skills including solid knowledge of Excel, Word, and CRM systems

EDUCATION / EXPERIENCE:

  • College degree preferred and 1 – 3 years of experience working in digital media services, sales support, marketing, and/or a customer service environment