Customer Experience Manager

Customer Experience Manager
Location: New York City
Reporting into: Head of Customer Experience
 
 
The Customer Experience team is in many ways the heart of the organization, representing the client perspective and regularly interfacing with every part of the Contently.  You'll have a chance to work with some of the largest companies in the world including F100 organizations. Though we certainly know when it's time to get to work, we have a ton of fun together and are known to frequently head out of the office after hours for some social time. Our team has a collaborative spirit and loves to be helpful, meaning you'll be growing with the team as we are constantly looking to improve
 

What You’ll Do:

  • Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth
  • Understand the dynamics of each client’s business and execute account plans to maximize Contently’s penetration throughout the organization
  • Sell Contently's technology and services across existing enterprise customers
  • Ensure clients recognize maximum value from the Contently solution; technology and services
  • Identify new upsell/cross-sell opportunities within existing accounts to grow revenue
  • Deliver weekly, monthly, and quarterly status and results presentations to internal and external teams
  • Prepare and deliver effective client presentations, including stakeholders at all levels of the organization up to C-Suite
  • Role requires minimum of 20% travel
  • Ensure a deep enough understanding of clients’ individual experiences and issues to maximize their satisfaction
  • Develop expertise in Contently technology and content marketing methodology in order communicate long-term roadmap and represent client needs internally

Who You Are:

  • 5 years experience in Account Management or Customer Success, ideally for a Martech, Adtech or content oriented B2B solution, supporting F500+ clients
  • A sales mentality for identifying revenue growth opportunities wrapped in a consultative relationship building body
  • Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
  • Confident communicator (written and oral) skills, and a demonstrated ability to work collaboratively with all levels of internal and external organizations
  • A great relationship manager, able to gain trust through communication, expectation setting, and completion of planned deliverables
  • Business acumen, sound decision making, analytical, and organizational skills in a fast paced environment; a consultative approach to managing complex client relationships
  • Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope, and tasks
  • Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
  • Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients

About the Company

Contently powers the content marketing programs of the world’s most valuable brands through its complete content marketing solution: expert content strategy, an industry-leading content marketing platform, and the highest-rated creative network on earth.

Working at Contently means that you will be collaborating with extremely intelligent, creative, and diverse problem-solvers who love a good story and many laughs. Contently employees receive the best perks out there – great benefits including a 401k plan to Friday lunches and a flexible vacation policy.

Contently is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color,gender, gender identity or expression, sexual orientation, genetic information,national origin, ancestry, medical condition, disability, marital status,caregiver status, pregnancy, citizenship, age, military or veteran status, or other applicable legally protected characteristics.

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