Full-Time Customer Success Associate

We are looking for a dynamic and results-driven Customer Success Associate to join our team at Dotdigital! As a Customer Success Associate, you will be responsible for developing and executing strategies to drive revenue growth and ensure customer success for our clients.

This role has responsibility for customer retention, success, and growth, while strengthening the overall relationship with existing customers.

The Customer Success Associate will deliver against financial targets, focusing on expansion within existing accounts of an established client base as well as assisting in the acquisition of new accounts through their customer’s advocacy.

We are looking for applicants with a SaaS background and 2-5 years’ experience, with a consultative approach, listening and understanding where Dotdigital can help their business, coupled with negotiating skills.

You will be answering both platform and strategic queries and handling objections. A background in email marketing, e-commerce, SMS and MMS, or digital marketing is preferential.

As a Customer Success Manager, you will:

• Manage the sales cycle across a portfolio of clients, with an active sales pipeline. You’ll be targeted on renewal, retention, and key customer objectives with a focus on advocacy.
• Create, identify, and qualify selling opportunities by maintaining regular contact with your clients.
• Grow the accounts in your client portfolio through cross-and-up-selling.
• Retain your customers by ensuring strong feature and channel adoption.
• Provide the highest levels of customer service.
• Deliver against your sales targets and pipeline commitments.
• Collaborate with other teams including Support, Product Development, Professional Services, Sales and Partnerships.
• Maintain accurate and up to date records in our CRM system.
• Maintain a high degree of account management and control.
• Continually develop your industry knowledge and demonstrate commercial understanding.
• Develop strategic growth plans for key accounts in your portfolio.

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