Associate Customer Success Manager

Who We Are

Are you passionate about marketingtechnologyand helping businesses connect with the right people at the right time As The Marketing Cloud for Microsoft Dynamics ClickDimensions exists to make revenue technology simpleaffordableand accessible so every company can drive growth through better customer engagement.

We believe that growth createsopportunityfor the individualscompaniesand communities we serve.

Customer Success Team

At ClickDimensions Customer Success sits at the heart of how we help customers grow with confidence the connective tissue between our customers our product and the rest of the business. We believe healthy customers are growing customers and getting there means understanding what success looks like for each customer building trusted relationships across their organization and partnering closely across Sales Onboarding Product Support and the Renewals team to advocate for what customers need.

What We Are Looking For

Werelooking for someone with a couple of years of customer-facing experiencewhosready to challenge themselves and keen to keep learning.Yourestill early in your Customer Success journey comfortable operating in a fast-moving environment and curious about using AI and automation to work smarter and deliver value faster.

The opportunity for career growth genuine personalimpactand being a master of your own professional destiny awaits the right candidate. Ifyourehungry for a role and organization that allows you to bring your whole self to workrewardsinitiative andhasa bias for action we may be for you.

If you enjoy solving problems telling meaningful stories with data and turning satisfied customers into advocates this role offersa strong foundationin Customer Success.

Your Day to Day

• Responsible for helping define the content and processes for Customer Success now and through future growth

• Work cross-functionally with Sales Onboarding Product Support and the Renewals team to ensure a seamless consistent customer experience

• Partner with an Onboarding Specialist to ensure a smooth handoff of the client through theinitialsetup of ClickDimensions

• Serve as the marketing automation and best practices consultant for new customers by guiding them through ClickDimensions Success Planning understanding theirgoalsand aligning ClickDimensions with those goals

• Define and agree upon success criteria with the customer and map the customers journey toward them

• Proactivelymonitorclient accounts based on their defined success plans tracking product adoption feature usage and health score trends and provide guidance/advice based on marketing best practices as needed

• Deliver training enablement and support escalation coordination to drive adoption and reduce time-to-value

• Prepare and conduct regular success checkpoints and lead the product/adoptionportionof QBRs (quarterly business reviews) with key client contacts to ensure adoption of and success with ClickDimensions provide recommendations for improvement and realign on customer goals

• Actively manage a book of customers efficientlyremainingorganized and prioritizing customer escalations appropriately

• Identifyat-risk accounts from a product/usage standpoint and own resolution of that risk; flag commercial risk to the Renewals/Account Management team promptly

• Partner with the Renewals team throughout the customer lifecycle sharing health and adoption insight ahead of renewal surfacing cross-sell opportunities (without owning deal-closing) andparticipatingin joint account planning

• Serve as a strategic advisor to ClickDimensions clients on product usage and marketing outcomes

• Serve as the voice of the customer internally sharing insights that help shape Product priorities and long-term roadmap andidentifyadvocacy and reference opportunities

• Use existing systems data and emerging technologies including AI to spot trends anomalies and opportunities to enhance customer value
  

What You Bring to ClickDimensions

• 24 years of customer-facing experience in customer success onboarding account coordination customer support or a related client-facing role

• Clear understanding of or strong aptitude for learning marketing and sales processes and best practices

• Ability to own and manage a book of customer accounts and relationships with growing autonomy

• Comfortable presenting and running online customer meetings across levels of an organization

• Strong self-directed work ethic and a genuine eagerness to learn and take on new challenges

• Able to interpret and use data (adoption usage health scoring) to shape recommendations

• Excellent written and verbal communication skills

• Ability to build trusted relationships including cross-functionally with commercial/renewal partners

• Curiosity about new ways of working including using AI and automation to work more efficiently and deliver value faster

• Familiarity with tools such as a CRM (e.g. Salesforce) health-scoring or customer success platforms and reporting tools (e.g. Power BI/Tableau) a plus

• Bachelors Degree in a relevant field of study strongly preferred

• Marketing automation experience or client-side marketing experience a plus