Customer Retention Expert

6 days ago


Stockholm, Stockholm, Sweden Optimizely Full time
Job Responsibilities
  • In partnership with Account Executives and Partner Managers, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on growing adoption and ensuring retention, expansion, and satisfaction.
  • Work with customers and internal teams to build and execute on a success plan that establishes critical goals and key performance indicators.
  • Ensure customers adopt best practices for both running their digital program and using our platform.
  • Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through great example and professional and personal experiences.
  • Drive accountability for deliverables internally and among customer and partner teams.
  • Assess and provide perspective on customer challenges related to technical implementation, marketing strategy, and building a culture of harmonizing, understanding, and acting on digital data.
  • Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.
  • Coordinate appropriate resources for each meeting to obtain the desired outcome. Being able to drive meetings forward in a confident but humble manner.
  • Identify and develop opportunities for new/improved usage of our products across organizational functions and business units. This will include conducting simple product demos and run-throughs of out-of-the-box product functionality.
  • Manage account issues and escalations, both internally and with partner teams.
  • Maintain and continuously improve your own current functional knowledge and technical knowledge of our platform, internal processes, and relationship building.
  • Collect product feedback and advocate for customer needs within the company.
  • Collaborate with marketing teams on customer advocacy activities such as events and case studies.
  • Partner with internal Partner teams to ensure we collaborate effectively and support our end customers together with Partners.
  • Stay on top of industry news, technology products, platforms, and partners to provide and maintain a deep industry and ecosystem expertise.


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