Sr. Client Experience Manager

About the role

Digitalzone is looking for a talented and experienced Sr. Client Experience Manager to join our rapidly expanding business to support and grow our strategic customers. As Sr. CXM, you will be a strategic and supportive partner for the assigned book of business at every stage of the buying process. You will partner with Sales, Operations, and the customer to drive a successful program launch, then own strategic optimizations, and manage the client relationship by becoming their trusted Digitalzone advisor and continue to deliver growth.

Responsibilities

• Working with Sales, co-own the relationship with your assigned customers from launch through their lifetime with Digitalzone—focusing on long-term program renewals & success while Sales owns revenue expansion responsibilities.
• Build and cultivate consultative customer relationships with business stakeholders to ensure strong strategic growth.
• Track and monitor all customer issues and requests through resolution, ensuring customers are updated efficiently and regularly.
• Work collaboratively with the product team to push customer needs as an advocate for the customer / voice of the customer within the business.
• Build and maintain success plans amongst key stakeholders within Digitalzone and at the customer to achieve growth objectives and KPIs.
• Run and maintain regular cadence calls with customers and internal teams to maintain customer engagement and demonstrate value.
• Have a mindset to find a better way of doing things—continuous improvement and review of processes.
• Evaluate risk of churn and proactively evade dissatisfaction.
• Educate customers on the capabilities of the product and how to maximize ROI.
• Delivery of campaigns.
• Performance against customer goals and objectives.

Requirements

• 3-5 years of B2B experience.
• 1+ years working on programmatic display, in addition to content syndication.

Qualifications

• Ability to assess customer use cases and provide suggestions leveraging the product to address their needs.
• Experience in Customer Success Management or Account Management.
• Intermediate knowledge of Microsoft products: PowerPoint, Excel, SharePoint, Outlook, OneDrive, Teams.
• Nice to have experience in or knowledge of different MarTech.
• Conflict resolution and problem-solving skills.
• Project management skills—ability to manage the setup, delivery, and success of a customer’s campaign from brief to completion.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices.
• Excellent written, verbal, presentation, and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Communication: professional presentation and interaction skills with both customers and internal teams. Written communication to be clear and concise.
• Stakeholder alignment: ability to assess the organizational structure and pain points of customers to successfully drive strategic guidance and value.
• Project planning: plan and ensure execution of customer programs including launch prep and partnering with Operations on setup, configuration, and customization including both landing pages and integrations.
• Self-motivated: proactive approach to delivering service to customers finding ways to add and demonstrate value.
• Detail-oriented: highly organized, methodical problem solver, ensuring all issues are managed to completion.
• Data-driven: utilize metrics and objective measurements to assess success and improvement opportunities for customers’ KPIs.

Measures of Success / KPIs

• Teamwork
• Churn rate
• Revenue Retention
• Customer retention

Pay

Salary Range: $110,000 – 120,000 USD. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

This is a United States-based role. We are not accepting international applicants at this time.