Customer Success Manager (Ratings & Reviews)- Northeast North America

About Emplifi:

Emplifi is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care. Headquartered in New York, Emplifi is a partner to the major social media networks and digital platforms, including Google, Meta, LinkedIn, TikTok, and Snapchat. For more information, visit

About the Customer Success Team

The Customer Success team is responsible for building and maintaining meaningful partnerships with Emplifi customers that allow them to maintain a deep understanding of their objectives and deliver upon the Emplifi promise - empowering our customers to reach better, engage, and retain modern customers - in a way that ensures maximum value is realized, relevant to their needs. Through this, they are ultimately responsible for retaining and growing Emplifi’s existing client relationships. We leverage the industry's largest social media data set and CX management suite. We continue to challenge the status quo by introducing innovations and enabling our clients to adopt our technology, helping them scale their business no matter where or what industry they are in.

As part of an international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore, and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development so that you can grow as a professional and a social media expert advisor.

This senior level CSM position will be based remotely within northeastern North America.

About the Position

This critical client-facing role delivers Emplifi’s Ratings and Review software-as-a-service platform to customers and online shoppers. The person in this role will be responsible for a portfolio of existing accounts, lead new clients through onboarding, and strategize ways to recognize maximum value from and usage of their collected content, whether digitally or in-store. In addition, the ideal candidate should have an eCommerce retail SaaS background and be passionate about delivering exceptional client service. Familiarity with front-end code (HTML, Javascript) and technical troubleshooting is a plus.

Responsibilities:

Retain a book of business, manage the renewal process, and identify expansion and upsell opportunities.

Work closely with stakeholders to define and fulfill outcomes

Help conduct kick-off, scoping, and onboarding for new projects

Maintain healthy relationships with clients post-launch (business reviews, performance monitoring, check-ins) to maximize value and adoption

Grow and maintain relationships with key client stakeholders

Help translate technical details for clients to understand easily

Escalate and resolve critical issues or blockers for each integration

Communicate high-priority customer requests to Engineering/Product teams

Drive contract renewal process for each account

Educate Client on Emplifi’s new features and drive adoption

Track and maintain the Client’s record and data in Gainsight

Track and manage billable support hours

Train clients to use the system effectively

Requirements:

Minimum of 5 years experience and demonstrated track record of success in customer success or support with ongoing customer relationships.

You have innovative ideas to inspire customer loyalty and adoption

Ability to form long-standing relationships with customers

SaaS experience working with eCommerce clients

Ability to work with both internal and external teams to deploy a SaaS integration

Discipline to deliver timely follow-up after each client interaction

Very strong organizational skills

Excellent written and spoken communication skills

A track record of working in a fast-paced, self-motivated environment

Ability to prioritize and work across many projects simultaneously

Positive attitude, high energy, quick learner, adaptable, multi-tasker, responds well under pressure

Proficient in software project/product implementation

Familiarity with RESTful APIs

Experience with data feeds (XML, CSV, TSV) is a plus

Can work autonomously and collaborate with a team

What We Offer

International, fast-paced, and rapidly growing environment

Chance to work with the world’s biggest brands at the CX tech leader

Agile and open-minded culture, with high levels of trust and flexibility

Opportunity for professional growth and development

Possibility to learn new and cutting-edge technologies in an environment that encourages new ideas

Benefits package including Medical, Dental, Vision & Life Coverage Options

Flexible Working Hours

Unlimited PTO

12 paid Holidays

2 Paid Community Service Days

Company paid STD and LTD

401K

Parental Leave Benefits

Educational Reimbursement Opportunities

Referral Bonus Program

Access to an Employee Assistance Program (EAP)

Scheduled Company Learning Days and access to additional courses via our online Emplifi Academy

There’s more as well! Speak with us to find out all the details!