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Conductor // content marketing platform
 
New York City    Posted: Thursday, July 21, 2022
 
   
 
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Its an exciting time to join Conductor as we recently raised $150 million at a $525 million valuation to build out our technology & acquired "ContentKing" - the worlds first real-time website auditing & monitoring platform.

At Conductor, we believe a great company has a positive impact in the world, & on the people who build it. Marketers use our software & services to create & optimize valuable content so that it gets found, answers questions & solves problems for real people. Conductor was named Top in the Forrester Wave for SEO platforms & is rated #1 on TrustRadius & G2Crowd by enterprise marketers. For more information, visit conductor.com.

At Conductor, we're building amazing tech, bringing together the best marketing minds out there. Its our focus on people & our mission that has led to being Crain's "Best Place to Work" 9 years in a row.

We're seeking a Sr. Customer Success Manager to be the quarterback that orchestrates the alignment of SEO, content, & web teams, while driving adoption of Conductor, our award winning organic marketing platform.  A Sr. Customer Success Manager is responsible for developing customer relationships that promote retention & loyalty. Their job is to work closely with customers to ensure they are achieving their key business outcomes related to organic marketing by providing platform enablement & organic marketing strategic solutions. 

Are you passionate about marketing & customer success?  Are you a true hybrid professional with customer acumen & a proven technical foundation?  Then come be a part of a growing Customer Success team at Conductor, providing mentorship, planning & oversight while demonstrating adoption & technical best practices.  The Sr. CSM is the key partner helping our customers achieve their strategic objectives & maximum value from their investment in Conductor.  Additionally, the Sr. CSM serves as the liaison between the customer & the Conductor team, helping the customer coordinate cross-functional team initiatives that are required for successful organic marketing results.  You will leverage Conductors best practices & successful customer stories to help our customers operationalize SEO across their organization & train & enable their users in the product.

A day in the life

  • Orchestrate the overall relationship with assigned customers, which will include: helping customers achieve their organic marketing objectives, growing adoption & ensuring retention.
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, & program status.
  • Cement yourself as a trusted/strategic advisor with customers & drive continued value of our products & services.
  • Advocate customer needs/issues cross-departmentally & program-manage customer concerns through a well-defined remediation process through early identification of risks to achieving customers strategic objectives.

  • Support Organic Marketing Outcomes
    • Work with customers to build Customer Success Strategy Plans, establishing critical goals, to aid the customer in achieving their objectives.
    • Measure & monitor customers achievement of critical & key performance indicators, reporting both internally to Conductors account team & externally to Customer Sponsors & Executives.

  • Support Platform enablement through:
    • Maintaining current functional & technical knowledge of the Conductor platform
    • Acting as the Conductor liaison for technical inquiries, issues or escalations & answering product questions to increase adoption of the platform.
    • Assist & provide expert deployment, operational standard methodologies to train & enable users in the product to support growth in user base & in customer campaigns.
    • Provide insight with respect to the availability & applicability of new products & features.
    • Helping customers create & setup reporting dashboards to help drive growth & value for Conductor customers
  • Serve as the escalation point for issues relating to client satisfaction & platform engagement.
  • Work collaboratively with internal teams in Sales, Marketing, & Research & Development to ensure the best possible experience for our customers.
  • Create compelling reports & finding the story in the data to tie SEO impact to business impact.
  • Drive engagement with executive sponsors to facilitate enablement & adoption across organizations.
  • Maintain strong documentation within the Gainsight system related to customer issues, proactive tasks & general account information.
  • Consistently ensures that business is conducted with integrity at all times & that behavior aligns with Conductor policies, procedures, & core competencies

Requirements

  • Minimum of 5 years of relevant experience working in Customer Success at a B2B SaaS company
  • Experience working with digital or organic marketing teams including SEO, content, web/IT, etc. highly preferred
  • Knowledge of organic search & how SEO activities influence search engine ranking algorithms
  • At least two years of prior experience managing a book of business & driving success with your clients
  • Prior experience training customers on how to use technology/software
  • Strong analytical & problem-solving skills
  • Strong customer service skills with proven ability to build & maintain relationships via zoom, telephone & email
  • Have an ear for discovery & a deep desire to understand the customers needs & business.
  • Thrive in high-speed environments & see challenges as opportunities for our customers.
  • Be comfortable being responsible for the orchestration of a portfolio of enterprise customers with the goal of driving renewals to successful completion & identifying expansion opportunities.
  • Have the proven ability to manage projects to successful completion, multi-task, & work within tight deadlines.
  • Possesses the ability to manage tough conversations in a professional & solution-oriented manner.

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Conductor is an equal opportunity employer. We celebrate diversity & are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives & challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, & stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, & business needs

Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, & related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance.  In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations & ordinances where a particular employee works.

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