Job Posting: Customer Success Manager at The Rustman Agency

Job Description

The Rustman Agency, a dynamic and forward-thinking company, is excited to announce a new opening for a passionate and driven individual to join our team as a Customer Success Manager. This full-time position offers the opportunity to work in a fully remote capacity, providing flexibility while ensuring that you can contribute significantly to our ongoing success. As a Customer Success Manager, you will be pivotal in fostering long-lasting relationships with our clients, ensuring their satisfaction and loyalty, and helping them achieve success through our digital marketing solutions.

At The Rustman Agency, we value innovation, quality, and customer-centric approaches. Therefore, we are looking for a candidate who can not only support our clients but also bring fresh ideas and perspectives to enhance our services. If you are someone who thrives in a dynamic, fast-paced environment and is dedicated to excellence in customer service, then this role could be the perfect match for you.

Duties and Responsibilities

• Develop and maintain strong relationships with customers, understanding their needs and ensuring their success with our services.
• Guide onboarding processes for new clients while seamlessly managing existing client accounts to enhance customer satisfaction.
• Deliver tailored advice and solutions to customer concerns by coordinating with other departments (e.g., sales, technical support).
• Monitor customer health, understand their usage patterns, and identify potential issues before they escalate, applying timely solutions.
• Upsell and cross-sell services when appropriate by demonstrating to customers how they can make the most of our solutions.
• Facilitate training sessions and tutorials for clients to help them become proficient in the use of our products and services.
• Prepare and maintain detailed reports on client activities and feedback to enhance decision-making on product development and service delivery strategies.
• Participate in milestone meetings either virtually or in-person, ensuring team alignment with client objectives and expectations.
• Promote a positive customer experience throughout every stage of the customer journey, enhancing brand loyalty and client retention.
• Regularly collect client feedback and work closely with the product development and marketing teams to refine services and address any issues promptly.

Requirements

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
• Proven experience in customer success or account management, ideally in a technology or digital marketing company.
• Strong interpersonal skills with an ability to build rapport quickly and maintain strong relationships with diverse customer bases.
• Excellent verbal and written communication skills, with proficiency in delivering presentations and training sessions.
• Highly organized with a strong capacity to manage multiple accounts and priorities simultaneously without compromising on quality.
• Technical savvy, comfortable using multiple software and platforms to engage with clients and manage customer data.
• Deep understanding of customer service practices and KPIs, including NPS, Customer Satisfaction Score, and Customer Effort Score.
• Demonstrable problem-solving skills and the ability to think strategically to improve client engagement and satisfaction.
• Self-motivated and able to work independently, but also comfortable working as part of a larger team.
• A willingness to keep abreast of new technologies and industry trends relevant to customer success.