Qualifications
Key Responsibilities
Ensure overall client satisfaction and retention.
Manage contractual obligations for a portfolio of clients, including executing license renewals and Statements of Work (SOW).
Develop and maintain relationships with key client stakeholders such as contract signatories, procurement teams, legal representatives, and finance personnel.
Act as the primary contact for clients, leading communications and ensuring favorable outcomes.
Facilitate client calls and manage follow-up actions.
Oversee client budget management and forecasting processes.
Ensure compliance with Service Level Agreements (SLAs).
Proactively manage client collections as necessary.
Tackle issues by collaborating with team members to devise solutions and communicate effectively with clients, escalating significant issues to senior management as required.
Required Qualifications
Bachelor’s degree in Marketing, Business, or a related field.
A minimum of 5 to 7 years of experience in account management or a related field within a fast-paced agency environment, with direct involvement in contracts valued up to $100,000 annually.
Exceptional communication and relationship management skills.
Strong business acumen with an aptitude for identifying risks and opportunities.
Self-motivated with the energy and resilience to consistently perform at a high level.
Proficiency in MS Office Suite, particularly Excel, PowerPoint, and Word.
About the job
Join Zeta Global, a leader in marketing technology, as we seek a passionate and client-focused Customer Success Manager to enhance our CRM Customer Success account team. In this role, you will oversee a diverse portfolio of clients, ensuring exceptional service delivery while fostering long-term relationships.
The Customer Success team plays a crucial role in maintaining and enhancing client relationships, ensuring the delivery of top-tier customer service and performance for our marketing clients.
As the Customer Success Manager, you will collaborate with various stakeholders to negotiate, draft, and finalize commercial agreements with our enterprise clients. This position demands a strong focus on contractual outcomes, with the aim of sustaining and maximizing Zeta Global's Annual Recurring Revenue (ARR). Success will be measured by Net ARR retention and overall customer satisfaction.
