Client Success Specialist  

Client Success Specialist lead Media Meter’s customer engagement. The role focuses on growing our pool of customers and ensuring service excellence with support from data analysts and media monitoring experts. Client servicing skills lie at the core of the position, backed by strong product knowledge and the ability to work in a team environment.¬ Provide first-line support by answering questions, troubleshooting issues, and managing concerns to improve the client’s experience with our products and services.

• Overall accountability for your client’s success, which includes: increasing engagement, product demonstrations, customer retention and growth, and overall satisfaction
• Establishing a trusted strategic advisor relationship with your clients and driving continued value of our products and services
• Create and implement Success Plans to drive clients maximize user experience
• Train new clients on how to use the Media Meter platform in a way that is tailored to their specific use-case and implementation.
• Own, drive and lead the renewals process end to end (from opportunity identification to negotiation to close)
• Proactively engage with key decision makers to identify clients needs, requirements and uncover roadblocks to ensure on- time commitments
• Maintain and report forecast of renewals with your assigned client
• Analyze data and trends to discover and identify the upsell/cross sell opportunities within your client base
• Monitor client’s usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
• Develop a good understanding of typical business challenges faced by our clients and common objectives to appropriately map features and associated business benefits to address their needs
• Serve as the voice of client and collect feedback to drive continuous improvement across all areas including product

The mandate of Client Success team, of which this role is a part, is to manage and develop a good relationship with the acquired clients which will contribute to revenue generation through renewals, upsells and expansion, synthesize customer feedback and work with MMI internal teams, and to generate and share educational resources, trainings, and best practices to the team’s success.

• College Graduate – BS or BA academic degree
• 2 years working experience is required with experience Client Management, Business Development, Customer Service Management
• Willing to perform Fieldwork for client management calls to ensure client retention, renewal and establish long term business relationships.
• Problem solving Aptitude, Client priority attitude
• Can communicate professionally in English
• Excellent listening and negotiation skills and can easily adopt different customer behavior
• Proficient in operating and using Microsoft Word, Excel and PPT