Customer Success Manager – Mexico

Brafton is one of the world’s leading content marketing firms, with offices in Boston, London and Sydney. We aspire to continually raise the bar on what people consider “marketing content.” We create result-focused strategies and content to drive SEO, social engagement and leads for our clients. Our teams continuously build expertise across new media formats, including video, blogs, infographics and web design. This is a fully remote, full-time contractor position open to candidates throughout Mexico. Please include a resume in English. Brafton is searching for its next Customer Success Manager, who will be client-focused, self-motivated, digitally savvy and highly organized. The Customer Success Manager is Brafton’s primary point of contact for selected Brafton clients and ensures a high-quality experience. The Customer Success Manager has a focus on two areas: account management, and project management. You will consult and manage the execution and integration of custom content strategies that drive growth for organizations. To demonstrate success you must possess killer organizational skills and the ability to manage a wide variety of initiatives. The Customer Success Manager has experience and expertise concerning every aspect of marketing, including: Project Management You’ll review all work – editorial, design and video – before it’s delivered to our clients. You’ll give the green light when work is on-brief and ready for client review, or provide actionable and timely feedback to our creative production teams if additional adjustments are required. Account Management Our Customer Success Managers are focused on customer relationships, building a rapport with clients and truly understanding their business. Platform Management You will provide hands-on onboarding, training, and support to new and existing users of the Brafton Content Marketing Platform. This is a cross-functional role that requires the ability to successfully collaborate with many different teams and colleagues. Brafton Customer Success Managers have positive, results-focused dispositions and are cool under pressure.

ESSENTIAL JOB FUNCTIONS

• Serve as clients’ primary point of contact;
• Coordinate the set up of prospect accounts for platform sales demos;
• Create and maintain client-facing delivery schedules;
• Schedule and lead weekly, bi-weekly, or monthly client check-ins;
• Work with the production teams to ensure that all tasks and deliverables are created on time and on brief;
• Build exceptional product knowledge and a deep understanding of our production processes;
• Collaborate with Brafton’s sales and client experience directors to sell the next strategy to our existing clients, as well as drive upsells of additional platform users;
• Ensure that content or strategy issues are escalated and resolved quickly and effectively;
• Create and set up Lookerstudio (previously Datastudio) reports for clients;
• Provide clients with consultative advice on best practices and best practices with platform project structures, and the processes being reflected in platform projects.

KEY SUCCESS FACTORS

• Exceptional communication skills with colleagues and clients alike;
• The ability to multitask; 
• Good people skills;
• Attention to detail;
• The ability to provide the production teams with clear and meaningful feedback on work.

SKILLS & REQUIREMENTS

• Bachelor’s degree preferred;
• Excellent English composition skills;
• Minimum 1-2 years of relevant work experience preferred;
• Excellent written and verbal communication skills;
• Knowledge of the evolving digital marketing landscape;
• Technical knowledge of multiple email marketing platforms.

TIME BREAKOUT

• 30 percent client-facing communication
• 30 percent internal project management
• 30 percent platform support & demo
• 10 percent misc.