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Client Success Manager

Company: Cheetah Digital
Location: Miami
Posted on: February 25, 2021

Job Description:

The Client Success Manager (based remotely in Florida) collaborates with Cheetah's enterprise clients to plan and orchestrate their adoption of our Customer Engagement Suite technology platform. This role is responsible for the creation and ongoing management of high-impact programs with a relentless focus on each client's business objectives. Success metrics for this role include: platform adoption, CSAT, net ARR retention, and business impact. The CSM will own a portfolio of Cheetah enterprise clients, acting as the primary point-of-contact and representing the highest level of accountability on the client team. As such, we are seeking individuals with a high degree of business maturity, critical thinking skills, and operational discipline. Critical to this role is the ability to rally multiple stakeholders toward a clear plan of action that is designed to deliver business value. This is an opportunity to join a world-class team of e-Commerce professionals who are working with prominent consumer brands to drive customer engagement across their digital channels. The qualities we are seeking in a successful candidate include: * The aptitude to identify risks and opportunities pertaining to Cheetah Digital's positioning with existing clients. * The ability to influence and motivate a wide variety of stakeholders in highly fluid organizations by establishing credibility, clarity-of-mission, and accountability. * Intellectual curiosity toward digital marketing including multi-touch customer journeying, e-commerce, and consumer loyalty programs. * An elegant 'UI' in verbal and written communication. Strong boardroom skills.* The ability to simplify otherwise complex challenges into digestible, pragmatic action plans. * Personable and business-cultured.Responsibilities and LOE:* 60% of effort: Assume accountability for a portfolio of clients, establishing and managing a bespoke Cheetah CES Program for each. This is a collaborative client-facing effort involving the Client Success Manager, a Cheetah Strategist, and Cheetah's Product and Professional Services teams. This effort includes organization and delivery of comprehensive Quarterly Business Reviews (QBRs), which provide program visibility to Senior stakeholders in the Client portfolio. * 20%: Manage escalations and project-related activities such as milestone-definition, time tracking/reporting, and program budget utilization.* 10%: complete internal Cheetah deliverables, updates and reports related to the CSM's portfolio. * 10%: Ad-hoc activities specific to the CSM's portfolio. Qualifications:* 6+ years professional work experience in a fast-paced role in a Consulting, Technology, Agency, or Consumer Brand environment. * Experience defining KPI-driven goals and composing/evaluating efforts across functions.* Acumen and interest in marketing technology and consumer brand strategy is desired. * Strong presentation skills, including the ability to create elegant and engaging slideware.* Strong quantitative skills, including the ability to tell compelling stories with data. * Ability to build relationships at multiple levels in a client organization. * Ability to ideate and parlay business objectives into an actionable plan. * Self-driven with the energy and resilience to perform consistently at a high level in a fast-paced environment.* Strong business acumen and an analytical mindset.* Bachelor's Degree or higher.We're hiring Client Success Managers and Client Success Directors in different regions, so please be sure to check out all of our open jobs on LinkedIn before you apply!

Keywords: Cheetah Digital, Miami , Client Success Manager, Executive , Miami, Florida

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