Global Key Customer Experience Manager

We are DemandScience, a global company which never stops innovating in our mission to provide the healthiest and most predictive global B2B data and intelligence for our customers. Our clients include sales and marketing professionals at global companies. Excellent execution is in our DNA. We provide innovative AI-analytics merged with enriched data to identify your next in-market prospects and customers at scale.

Position Summary:

Servingasthepointofcontactforkeyglobalclientsthroughoutthecampaignexperience, workingwithkeyglobalclientsandoverseestoensurecampaignprogressionandmeetgoals, drivingproductadoption, retention, andgrowthbydeliveringhighlevelsofbusinessvalue, andcultivatingdeepcustomerrelationships. In additionthisroleisresponsibleforallaspectsofkeyglobalaccountmanagement, adoption, andcustomerexperienceandsuccessplanning, whiledevelopingandexecutingkeyglobalaccountplans, deliverbusinessreviews, anddriveoverallcustomersatisfactionofyourcustomers.

Essential Job Functions “What You’ll Do”:

• Cohesivelyblendartistryandscientificprinciplescoupledwithdrivingglobalstrategytoincludeflawlessexecutionofglobalaccountmanagement.
• Servesaspointofcontactforclientsrelativetodesignandlaunchofinnovative, targetedcampaigns, providingkeycampaignperformanceindicatorsandresolvingproblemthatmayariseduringthecampaignlifecycle.
• Closelymanagesandnurtureaccountsthroughroutineengagementthroughoutthecampaignlifecyle.
• Analyzeallclientprogramspriortolaunchforcleargoalsandobjectives.
• Executeefficientlaunchofcampaign(s), monitorprogressiondailytoensurecampaign(s) runaccordingtoplanandaretrackingforcompletionbytargetenddate. Ownlaunchdecisionstodifferentiatekeyaccountsanddrivefaster/moreefficientlaunchestooptimizecampaignperformanceandcreateopportunitiesforincrementalbudget.
• Monitor andidentifyadoptionandutilizationtrendsintheconsumptionofcontentsyndication/ demandgenerationsolutionsacrossmultipleverticals.
• Createandstreamlineanalytics/reportingtosetthegoldstandardofinsightsintheindustrytosurpassexpectationsandcompetitor’sabilitieswiththegoalofidentifyingadditionalrevenuestreamsbasedonknowledgeofclientinitiatives.
• Partner cross-functionallywithinternalstakeholders (suchas Global Key AccountDirector(s), Global CXM counterparts (APAC, EMEA and NA), Fulfillment) toalignaccountactivitiesanddevelopaccountstrategiestoinclude, butnotlimitedto:
  • Exemplifyunified, globalclientcommunicationstrategies
  • Identifyrenewalriskandcollaboratewithinternalteamstoremediateandensure a successfulrenewal
  • Proactivelyfocusonwaystogrowandimproveclientrelationships
  • Meetwith CXM globalcounterpartstoensurecampaignsareuniformlyexecutedandreflectiveoftheglobalcampaignstrategy
  • Partner with Global Key AccountDirector(s) tonurturepositiverelationshipswithclientsthroughroutineengagementatallstagesofthecampaignlifecycle (pre-saletopost-sale)
  • Ensurecustomerfeedbackisclearlycapturedandconveyedinternallytoenableongoingimprovementofproductsandservices
  • Buildvalueandprovidecohesivesupportdesignedtocreateloyaltywithglobalclientsontheirconsumptionofcontentsyndication/ demandgenerationsolutions
  • Mentorandcoachother Customer Experience Managers

Essential Qualifications “What You’ll Need”

• Bachelor's Degree in sales, business, communications, orrelateddiscipline
• 8+ years client Service, Account Management or Sales experiencein a competitiveSaaSenvironment.
• Adaptableteamplayerwith a positiveattitudeandeffectiveinterpersonalskillswithanabilitytoworkcross-functionallyinternallyandwithexternalclients.
• Demonstratedkeeneyefordetailandhighlyorganizedindividual.
• Demonstratedexcellentcommunication (verbalandwritten) skills, includingcreatingandpresentingreportingtoclients, issuetracking, triagingandcrisismanagementthatdemonstrateanabilitytoclearlyarticulateprofessionallyin a clear, concisemanner.
• Abilitytoeffectivelycommunicatetechnicalinformationtonon-technicalaudiences.
• Demonstratedinterpersonalskillstobuildandfosterrelationshipswithclientstoinspirecustomerloyaltyandsupportproductusage.
• Experience withprogrammeasurementandanalytics.
• Demonstrategoodjudgment, criticalthinking, problemsolvingandnegotiatingskillstomakestrategicdecisions.
• Excellenttimemanagementandprioritizationskillsthatdemonstrateanabilitytoorganizeandmultitaskwhileadaptingtoshiftingpriorities.
• Contributeto a collaborativeenvironmentthatexemplies a commitmenttotheCompany’scorevalues.
• Abilitytoarticulate Company valuepropositiontoclients.
• Ensures Company solutionsremaintopofmind.
• Educatesclientsonthegeneralmarketconditionsand ROI.
• Providesexemplarycustomerservicewith a mindfulnesstothe Global Key AccountDirector(s) businessplan.
• Ensurescustomersareawareofandeducatedonnewfeaturesandreleases.
• Providesrecommendationsbasedoncustomers’ businessneeds.
• Identifiesandeliminatesriskofattrition.
• Abilitytoworktowardgoals, meetdeadlines, andcontributepositivelytotheteamenvironment.
• Abilitytocommunicateeffectivelyinboth a verbalandwrittenmanner.
• Skilledintheuseof Microsoft Office products.

THE GOOD STUFF!

We embrace diversity and inclusion and encourage our amazing team members at Demand Science to bring their authentic, fun selves to work every day. We offer a culture of innovation, mutual respect, support, and transparency. The competitive and comprehensive benefits our team members enjoy are designed to ensure you and your family members are healthy. Check this out!

• 401(k) Plan with Employer Match
• Top tier Medical, Dental and Vision plans
• Flexible Spending, Dependent Care, and Health Savings Accounts
• Short Term and Long-Term Disability
• Life Insurance and AD&D Insurance
• Health and Wellness Initiatives
• Workplace Flexibility
• Paid Time Off
• Peer-Appreciation Program
• Employee Referral Program
• A fast-paced, innovative culture with an open and collaborative environment, where you can make an impact.
• Join a great organization that cares about employees!

DemandScience complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable federal, state, or local law. If you need assistance or accommodations due to a limitation, please contact [email protected].

We are interested in retaining your data for a period of 12 months in connection with our consideration of your employment application and to consider you for additional suitable positions at DemandScience. Your personal information is processed in accordance with our privacy policy, available at https://demandscience.com/privacy-policy/. By applying for this position, you confirm that you have reviewed our privacy policy, including understanding that we may be collecting personal information about you from or through third-party service providers. If you have any questions regarding our processing of your personal information or if you would prefer that we not retain your personal information after our consideration of you for the particular position to which you are applying, please contact us at [email protected].

Find out more at https://demandscience.com/careers/#join-the-team

Originally posted on Himalayas