Emplifi

πŸ‘₯ 501-1000πŸ’° Private about 3 years agoCRMSocial Media MarketingE-CommerceSoftwareSocial ShoppingπŸ’Ό Private Company
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Emplifi empowers over 20,000 leading brands to transform their digital and social customer experiences. We offer a unified customer engagement platform encompassing social media marketing, social commerce, and customer care, all powered by integrated analytics and AI. This comprehensive suite helps brands drive growth, boost sales, and foster stronger customer loyalty. Emplifi is a global SaaS company with over 90% recurring revenue, backed by prominent private equity investors, and recognized for its exceptional customer experience management. Our tech stack includes a robust blend of technologies, focusing on mobile compatibility (iPhone, Viewport Meta, Apple Mobile Web Clips Icon), secure infrastructure (SPF, SSL by Default, DNSSEC, HSTS), and advanced analytics tools (Google Tag Manager, Google Font API). We maintain an agile and collaborative engineering culture, encouraging innovation and continuous improvement. We're proud of our recent accolades, including recognition as a leader in social suites and a top CRM vendor. We offer a remote-friendly work environment for US-based employees, promoting work-life balance and flexibility. Our inclusive culture prioritizes teamwork, professionalism, and precision. Emplifi provides a dynamic and fast-paced atmosphere, presenting unique opportunities for professional development and growth. As a rapidly expanding company, we are seeking talented individuals to contribute to our ongoing success. We're committed to building a diverse and thriving workplace, offering comprehensive benefits including unlimited PTO, generous parental leave, and continuous learning opportunities.

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πŸ“ North America, LATAM

πŸ” Customer Success

  • 2-5 years of experience leading world-class customer success teams
  • Proficiency with CRM and customer success tools like Salesforce, Gainsight, or similar platforms
  • Must be fluent in Spanish
  • Solid understanding of general business strategy, industry products, and services
  • MarTech experience, with proven knowledge of paid media, content, and platform expertise
  • Responsible for a team of Customer Success Manager, responsible for delivering value to Emplifi’s customer base in North America and LATAM regions
  • Provide mentorship and coaching to CSMs on the management and book of business, including portfolio strategy and planning, prioritization, time management, timely attainment of goals, and compliance with Global CS KPIs and processes
  • Conduct weekly 1:1s to actively monitor and support team performance, helping to uncover opportunities to mitigate risk and grow accounts, providing feedback and coaching required to support CSMs reach targets on time
  • Conduct bi-annual performance reviews and support CSMs on personal development goals
  • Act as the first escalation point for any queries (internal and customer) arising from the team
  • Support CSMs with customer meetings and senior stakeholders, as required, and collaboration on retention and renewal strategies
  • Drive cross-functional collaboration and communication across sales, product, and marketing to facilitate aligned customer outcomes and product adoption
  • Own renewal forecasting for CS Leadership
  • Use CRM and Gainsight to maintain up-to-date client records and forecast and track success measures across individual and team business books
  • Provide regular updates to management on client health, renewal forecasts, and potential risks for both your individual book of business and that of your team
  • Assist with recruiting new CSM positions as they may be approved for the Region occasionally (in connection with the Regional Client Portfolio Growth)

LeadershipPeople ManagementSalesforceCross-functional Team LeadershipStrategic ManagementCommunication SkillsCustomer serviceMentoringNegotiationWritten communicationCoachingRelationship buildingProblem-solving skillsAccount ManagementVerbal communicationClient relationship managementTeam managementStakeholder managementCRMFinancial analysisCustomer SuccessEnglish communication

Posted 11 days ago
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