Customer Success Manager

Informa Group .•Newton, MA

21h•$67,000 - $73,000•Onsite

About The Position

This position is based in our 275 Grove Street Newton, MA 02466 or 1100 15th Street NW, Office NO. 04W178 Washington DC 20005 office. We are seeking a motivated Customer Success Manager who will be responsible for developing customer relationships that promote customer retention, growth and loyalty. Specifically, Customer Success Managers are responsible for providing strategic direction and tactical support for clients who purchase our integrated media and data services; with a focus on supporting clients and their usage of Informa TechTarget’s products. The Customer Success Manager will be an extension of our clients’ marketing and sales teams, with the clear understanding of the customers’ business challenges and ensuring our products and services help to achieve the customer’s objectives, goals and KPIs.

Requirements

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.

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

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

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