Customer Success Manager, Retention

hace 2 semanas

Barcelona, España Semrush A tiempo completo

Hi there
We are Semrush, a global IT company developing our own product - a platform for digital marketers. New stars are born here, so don’t miss your chance.
This is our Customer Success Manager, Retention role for those who can find a common language with anyone in the world.
And this is our role job title for those who are goal and success-oriented.

**Tasks in the role**:

- Facilitate demonstrations to new clients to provide training and build rapport.
- Consult and analyze client difficulties and pain points by identifying digital marketing goals and delivering solutions to achieve goals through active utilization of the software suite.
- Promote awareness and training of all capabilities within their current subscriptions and promote feature add-ons that will add value to their current subscription.
- Provide ongoing support and increase client retention and expansion through regular communications, meetings, and demonstrations in order to resolve technical questions and support a positive SEO journey.
- Drive efficiencies in processes by creating customized workflows and toolkits and providing coaching to clients.
- Analyze client results and performance and uphold a service-first approach to achieve collective goals and exceed client expectations.
- Identify and act on potential opportunities of additional services for clients and communicate with the sales team.
- Regularly collaborate with team members creating strategies on client outreach approaches, new processes, and increased trainings.
- Discuss successes and obstacles as a team to find solutions.
- Support team goals by contributing to the amount of training demonstration completions and exceeding metrics.
- Communicate and collaborate with Customer Service Specialists to transition clients who have successfully completed the onboarding process

**Who we are looking for**:

- Proficient in** English and Dutch (C1-C2).**
- 1-2 years of experience in a sales (or phone sales), business development role, customer account, support, or marketing role within SaaS.
- Familiarity with the SEO marketplace and Google Analytics.
- Excellent written and verbal communication skills.
- Highly organized with excellent time management skills.
- Able to build relationships and work collaboratively within a team environment.
- Self-motivated and able to meet deadlines and work independently.
- Desire to continuously grow and develop skills.
- Technically savvy and adaptable in a constantly changing environment.
- Ability to quickly master new technology.
- You're collaborative and highly organized.
- You're an Agile innovator.
- You share our common values: Trust, because we prefer to speak up and be our true selves; Sense of Ownership, because it’s not worth wasting time on something you don’t believe in; and enthusiasm for Constant Changes, because we are always looking to make things better

**We will try to create all the right conditions for you to work and rest comfortably**:

- Work format Choice: It’s up to you to decide what work format works best for you. You can #wfo, #wfh, or mix both.
- Flexible working day start.
- Health insurance coverage.
- Working from a modern coworking space (or working from home).
- Corporate events.
- Unlimited PTO.
- Hobby benefit.
- Training, courses, conferences.
- Spanish courses.
- Gifts for employees.

**Finally, a little more about our company**:
We’ve been developing our product for 15 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.

10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
- Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws. All employment decisions are based on business needs, job requirements, merit, and individual qualifications._

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