Customer Success Manager

Successful employees at Local Market Launch excel in fast moving, ambiguous, and unstructured situations by combining their "people and street smarts" with subject matter expertise and knowledge of technology, marketing, industries, or functional tasks. LML employees are given great amounts of responsibility and trust early in their careers. While they work in teams, they often need to "think on their feet," using common sense and flexibility to make quick decisions on their own. They have demanding responsibilities, often requiring them to work long, irregular hours so it is essential that they be energetic and able to cope with stress. They must know themselves very well and a sense of humor is a plus.

The Customer Success Manager is a critical and dynamic role within a fast-paced growing start-up. The CSM has a knack for sales, an interest in digital advertising, and a passion for customer satisfaction. The CSM will be primarily responsible for onboarding reseller channel partners, ensuring a successful experience, and helping them grow their business over the course of the relationship. The CSM will work on a team consisting of a Sales Representative and a dedicated Account Manager. The CSM reports to the Director of Account Management.

Responsibilities:

• Develop and maintain deep expertise of LML products, work flow, and best practices
• Strategize and assist Sales and Marketing in creating compelling and effective sales proposals
• Establish and build trusting relationships with reseller channel partners
• Create customized success plan for each reseller channel partner you work with to help guide them through the process
• Create and launch ongoing customer management plan with channel partners
• Coordinate with key individuals to identify products, goals, and services
• Work closely with other LML departments to ensure delivery of identified products, goals, and services
• Be the partner and customer advocate internally at LML, professionally representing the voice of the customers you work with
• Conduct product and sales training for channel partners
• Grow existing business with appropriate product and service additions

Requirements:

• Minimum 2+ years experience in a sales, account management, or customer service role
• Excellent written and verbal communication skills
• Friendly, approachable, and professional attitude
• Comfortable communicating with technical professionals and sales professionals alike
• A confident and proactive approach to solving problems
• Values customer satisfaction and happiness
• Experience creating and giving presentations
• Enthusiastic about learning new topics and teaching others
• Willingness to travel when necessary