Customer Success Manager

Omnisend

Full time

Vilnius, Lithuania

Feb 5

Omnisend is a powerful marketing automation platform built for growing ecommerce businesses that have graduated past the basic email marketing tools. Our platform combines rich customer data with an omnichannel approach that empowers smart marketers to generate more sales by sending highly personalized messages on various channels. Omnisend is now used by more than 50,000 brands in 130 countries all over the world, sending millions of messages every single day.

The Customer Success Manager role at Omnisend is a crucial part of our customer and partner success. We highly believe in the importance of customer-centricity and are looking for individuals with a great positive attitude and ability to work well with merchants and partners alike. This position is perfect for client-oriented and goal-driven individuals who are passionate about ecommerce and marketing, have a problem-solving mindset and strong technical and interpersonal skills. This role requires the ability to work across organizational stakeholders and a research-based mindset.

Join a fast-growing tech company that is already on a successful path to change how small and medium commerce companies execute marketing. Be part of Omnisend, making a significant leap and growing from a large scale to an even larger one.

What you’ll do @ Omnisend:

  • Be passionate about customer success and establish themselves as a trusted advisor for Omnisend’s top tier customers
  • Proactively develop strategies with our merchants to help increase revenue through digital marketing strategies for their managed accounts
  • Onboard new clients, so they are set up for success. This may include assistance with migrating contacts, guiding them through a warmup process and helping them set up their first campaigns and automations across channels
  • Be proactive with strategic advice and guidance on a weekly, bi-monthly or monthly cadence and respond to client questions in a timely manner
  • Provide best practices to ensure clients are achieving their business goals
  • Regularly review customer dashboards, address any open issues and ensure consistent messaging and appropriate escalation
  • Keep merchants up to date on product releases and new features
  • Contribute feedback to Product/Engineering on platform improvements to enhance customer engagement
  • Conduct QBRs, establish quarterly goals for customers and help achieve them
  • Document troubleshooting and problem resolution steps

We expect that you’ll bring: 

  • 1-2 years of customer-facing position experience
  • An understanding of what main digital marketing metrics are and what is driving their trends (opens, clicks, conversions)
  • A proven track record of creative problem solving for customers
  • Experience and feels comfortable discussing business and sales topics with clients during renewal or cancelation conversations
  • Excellent communication skills via chat, phone, video conference, and email
  • Strong time management skills and feels comfortable working remotely or in office
  • An understanding of (either some or all): Slack, Zoom, Intercom, Mixpanel, Planhat, Hubspot, G-Suite, and Omnisend or other ecommerce and marketing platforms
  • The ability to travel for work from time to time
  • Experience in ecommerce, SaaS, project management -or- marketing and advising customers on marketing strategy is a plus!

What we offer in return:

  • Gross salary starting at 2,300 EUR/month;
  • 1,000 EUR for self-improvement annually
  • A chance to join a fast-growing tech start-up
  • Quickly develop professionally, deepen your knowledge in marketing automation and learn from experienced colleagues
  • Up to date working methods, best practices, and top-notch technologies
  • Flexible working hours
  • Regular team building events and amazing workation
  • Fully stocked kitchen to boost your energy
  • Great atmosphere and inspiring colleagues
  • And if you are tired – PS4, table tennis, chill zone or even nap room is waiting for you

 

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