Customer Success Manager

Location: (Multiple states)

Department: Client Services

Type: Full Time

Min. Experience: Mid Level

Ready to take the next step in your career?  Mediacurrent is a digital agency that has a specialized focus and outstanding reputation in Drupal. We have a proven track record of helping some of the most recognizable brands and organizations in the world adopt an open-source software based web strategy.  We are revolutionizing how companies like The Weather Channel (weather.com) think about the web.

We have an exciting opening for a Customer Success Manager.  The Customer Success Manager (CSM) is responsible for ensuring the overall success for a portfolio of strategic accounts at Mediacurrent.  As a senior member of the Customer Success team, the CSM’s primary focus is to own the post-sales experience, oversee customer onboarding and account management for their designated customers.  The CSM should also have an understanding of Drupal and open-source software and key technical knowledge that provides credibility and value to their accounts.

The Customer Success Manager will be responsible for the following:

  • Responsible for overall customer success for a portfolio of Mediacurrent’s strategic accounts
  • Manages all aspects of support agreements for the portfolio of accounts and delivers results against quarterly and yearly forecast objectives
  • Facilitates the successful on-boarding of a customer after an engagement is complete; assists with end-user training,documentation, and overseeing the assimilation to Drupal and an open-source software based web strategy.
  • Executes on a repeatable process to consistently track, manage and maximize opportunities (support agreements, ad-hoc projects, etc.)
  • Maintain customer data in CRM (Salesforce) and project management tools (Trello and Open Atrium)
  • ncover and close additional business within the portfolio of accounts
  • Builds strategic relationships with key leaders within the accounts, interacting regularly, in person on a quarterly basis and remotely otherwise
  • Sets and manages customer expectations while continuing to highlight Mediacurrent’s distinctive value proposition in the market (i.e. webinars, facilitating thought leadership info, workshops/knowledge shares, etc.)
  • Acts as a liaison and advocate between customers and Mediacurrent team to ensure feature requests and enhancements are documented and addressed
  • Communicates effectively at both the executive and project level to ensure consistent messaging and appropriate escalation
  • Apprises Mediacurrent management of overall health of customers (technical, organizational, operational and sponsorship); attend weekly Account Status calls
  • Maintain customer data in CRM (Salesforce) and project management tools (Trello and Open Atrium)
  • Coordinates customer participation in User Groups and Events or other Mediacurrent related events, as well as reference calls and case studies
  • Assists the Mediacurrent Marketing team by encouraging customers to appear in Mediacurrent related marketing materials/events including but not limited to, customer reference calls, whitepapers, magazine quotes/articles, speaking at conferences

The ideal candidate will possess the following qualities:

  • 8+ years customer management experience in a services related industry
  • 3+ years enterprise software experience
  • Strong conceptual understanding of Drupal, the LAMP stack, and open-source software in general
  • Demonstrated sales acumen, including proven success owning  a portfolio of accounts or projects
  • Strong strategic and adaptable approach to customer success
  • Proven long-term customer relationship skills; passionate about customer success
  • Excellent verbal and written communications, presentation and facilitation skills
  • Ability to coordinate cross functionally and balance the needs of the customer with the needs of the organization
  • Experience creating and managing proposals

At Mediacurrent, we continue to invest heavily in our expanding, 55+ person team. We are a stable and profitable company. Mediacurrent is based in metro-Atlanta but the majority of our workforce is remote so you have the opportunity to work from home.  We have regular company-wide events, weekly knowledge shares, quarterly team-building gatherings, and company retreats.

 

 

Equal Employment Opportunity

Mediacurrent provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability or genetics. In addition to federal law requirements, Mediacurrent complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates or employees reside. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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