Client Success Manager

ABOUT CORDIAL

We founded Cordial in 2014 on the belief that there should be more humanity and empathy in marketing—both in how brands communicate with their customers and in how technology companies work with brands. We built our company and platform purposefully, driven by a desire to inspire more thoughtful communication and to create experiences that feel more personal and human—for consumers, for the people at the companies we work with, and for Cordial employees. Today, brands like PacSun, Revolve, Abercrombie & Fitch, Realtor.com, L.L.

Bean and Forbes rely on Cordial to drive revenue growth by sending a better message.

We chose the name Cordial to symbolize how we empower our clients to communicate with their customers, as well as how we do business: with transparency, collaboration, and trust. We're building a passionate team of individuals willing to learn, grow, and be thoughtfully challenged on a daily basis to continuously improve our product, company, and culture every single day.

OUR VALUES

• Communicate better than the rest
• Own it, every time
• Solve client problems tenaciously

Make Waves

POSITION SUMMARY

The Client Success Manager (CSM) is responsible for ensuring the success of a portfolio of Cordial’s Commercial clients. The CSM is a true client partner, a strategic account owner, who works diligently to advocate and align technology and expertise on behalf of the client. The CSM is the owner of the entire client relationship post-sale, but is included in pre-sales discovery conversations with prospective clients.

Key focus areas include owning the client success plan, executive engagement, commercial relationship, and proactively managing competitive threats.

YOU WILL

• Be client obsessed. You are characterized most by your relentless enthusiasm to immerse yourself in your clients world, learning how to change behaviors and processes that deliver meaningful business impact to your clients.You practice client management techniques that demonstrate you understand the difference between creating a happy client and a successful client, and manage their portfolio accordingly.
• Think “big picture.” You will learn, comprehend and internalize the client's definition of success with regards to Cordial and the client’s broader business. You will develop a comprehensive understanding of business challenges faced by clients and objectives to appropriately map Cordial features and business benefits to address client needs.
• Act as a Quarterback. You will create and deliver success plans for each client and ensure the broader Client Experience team (Technical Account Managers, Solutions Engineers  and Deliverability team) stays on task to achieve agreed upon goals as stated in the plan. You will own the client cadence (planning/status/review meetings) and organization of the program.
• Have some technical chops. You will achieve a deep understanding of Cordial’s platform and its value proposition in addition to demonstrating the platform’s capabilities.
• Be a problem solver. The ability to problem solve both strategic campaign challenges related to client messaging programs and the technical solutions implemented for our clients is a must.
• Take the driver’s seat. You will drive timely renewals by owning the commercial relationship end to end, including forecasting, negotiation and execution of contracts. You will focus on the continual expansion of Cordial’s integration with the client to drive even greater levels of client success. In other words, you will drive exponential rates of renewal, expansion and advocacy in Cordial’s client base. Drive, drive, drive! Partner like a boss. You will partner with Cordial’s Channel Growth & Partnership team to align technology and service partners with clients.
• Wear your business hat. You will participate in business development and discovery meetings with prospective clients. Prospective clients will love you and ask where to sign. You will also partner with Cordial’s sales, marketing and product development team to align on client needs, use cases and success stories.
• Will have opportunities  to travel to client sites for various business meetings approximately 10% of the time (or less) annually, but will vary based on the assigned client base.

ABOUT YOU

You are seasoned. You have a Bachelor’s degree and 4+ years working in a client management role (both commercial and enterprise) at a SaaS company, preferably with experience in CRM.

You have a balanced mix of strong technical aptitude and commercial instincts.

You’re a relationship builder. You love working with and building long term relationships with all levels of a client’s organization.

You are a Self-Starter. You are independent, organized, a problem solver, and passionate about detail.

Communication is a breeze for you. You have excellent written and oral communications skills, especially in a business setting. You have a knack of communicating effectively with both technical and non-technical audiences.

You navigate well in organizations. You can seamlessly work cross functionally, ideally with Product, Engineering and Sales. You’re a team player. You love to win negotiations. You have very smart and cordial negotiation skills.

You have strong project management skills. You are capable of managing multiple projects and clients at the same time.

You don’t mind a little chaos. You have a track record of delivering phenomenal results in a dynamic, autonomous start-up environment.

Last but not least, you embody Cordial’s values.

BONUS POINTS IF YOU:

Have experience in the enterprise marketing automation industry.

Have used Tools such as:

Monday.com

, Harvest (Time Tracking), Client Success, JIRA, etc.

Have experience working with email marketing and digital marketing technologies, including personalization and optimization technologies, and advanced marketing automation.