Customer Success Manager (Ratings & Reviews)

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 www.emplifi.io.

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 position will be based remotely within North America, preferably within the Pacific or Mountain Time Zone.

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:

• 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
• Minimum of 3-5 years experience and demonstrated track record of success in customer success or support with ongoing customer relationships.
• 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!

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