Job description
Who We Are:
We are a tech-enabled growth firm–at the intersection of marketing, consulting & data intelligence–igniting revenue and brand recognition for leading and emerging companies around the world. As a people-first firm, we value diversity in backgrounds and experiences. We strongly believe our people and culture are key to our success. Our vision is to be recognized as the most valued and respected private growth marketing firm in the world–with a scalable brand, culture and services. Our mission is to power the relentless pursuit of growth and redefine what’s possible through a team of growth-obsessed experts who demand innovation and results - driven by integrity, autonomy, and grit.
As a full-service growth marketing firm, we offer best-in-class services including: SEO, Content Marketing, Paid Media, Social Media Marketing, Programmatic + CTV, Public Relations, Influencer Marketing, Email + SMS, Conversion Rate Optimization, Retail Marketing, and Creative. Here at Power Digital, we are hyper-focused on helping brands drive revenue growth and brand recognition, ultimately driving irrefutable value for our clients.
At the heart of Power Digital is our proprietary technology, nova, which analyzes businesses through first-party data, simplifying investment planning for marketing and diligence in M&A––putting marketers in a strategic seat at the table––and providing value in unparalleled ways.
Managing billions in media, our dynamic team––of consultative marketers, creatives, analysts and technologists––challenge traditional ways of planning and measurement through meticulous testing and data science across each milestone of the customer journey.
***Proficiency in spoken and written English at an advanced level is required for this role.
A day in the life:
- The primary responsibility of this Customer Success Manager will be to provide best-in-class support for our clients and onboard them to the nova Platform, specifically their Scoreboard. As a Customer Success Manager, you will work in a cross-functional team environment with other engineers, as well as product managers, engineering managers, solutions architects, and UX designers to deliver top-quality customer management within the technology. The Customer Success Manager is focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues, and helping the sales team with upsells and renewals within Nova. As a part of our technology team, this role will contribute to our nova software by being the main point of contact for clients and account teams, assisting users in understanding product functionality, and building out our product knowledge base library with Customer Support. This includes participating in agile development processes like sprint planning, standups, reviews, retrospectives, sprint boards, backlogs, and ticket management. This employee will work with team members to continue to grow the department’s capabilities and support our clients.
Responsibilities:
- Employ AI technologies to enhance and optimize business processes
- Utilize and leverage Power Digital’s Nova ecosystem as it relates to your department
- Serve as a point of first contact for clients and account teams
- Manage client onboarding and reporting environments
- Handle communication of training sessions and onboarding requests submitted via slack and intercom
- Build an efficient and effective system of answers, documentation, escalation and prioritization of product-related questions
- Collaborate with Product Managers to share common product needs
- Gathering product feedback from users and share it with our Product team
- Create and regularly update internal documentation of our product features and process
- Develop instructional documentation and videos to support the onboarding process of new and existing features.
Role Requirements:
- Experience in Customer Service or Account Management: Proven track record in customer-facing roles, preferably within the software or technology industry.
- Product Management Knowledge: Prior experience or understanding of software products, demonstrating the ability to grasp technical details and customer applications.
- Training and Onboarding Expertise: Experience in guiding customers through onboarding processes and conducting effective training sessions.
- Analytical and Reporting Skills: Familiarity with using analytics tools for customer data analysis and reporting, with a focus on continuous improvement.
- Problem-Solving Experience: Background in addressing and resolving customer issues, ideally in a technical or software-related context.
Key Performance Indicators (KPIs)
- Onboarding response and execution time
- Onboarding success rate and product adoption
- Customer success rating
Most Important Things (MITs)
- Onboarding ticket metrics (volume, response time, time to close)
- Customer success (client) feedback & sentiment
- Product knowledge & ability to provide product solutions through client feedback
- Knowledge and training: resources & documentation maintenance
Power Digital’s people and culture are at the core of our success, which is why diversity in our team’s backgrounds and experiences are paramount. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.
Please be aware of fictitious job openings, consulting engagements, solicitations, or employment offers from suspicious sources. These engagements may be an attempt to obtain private information, or to induce you to pay a fee for services related to recruitment or training. Power Digital does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page at https://powerdigitalmarketing.com/company/careers/ . If you have any doubts about the authenticity of any messaging behalf of Power Digital, please send us an email at [email protected] before taking any further action in relation to the correspondence.
