At Collage, we are client obsessed and we are on a mission to help organizations unleash the power of culture to drive brand growth.
As a Customer Success Manager, you will be working with some of the world's most iconic brands to ensure they are leveraging our cultural research and insights, SaaS data & analytics and professional services to grow their brands. With the launch of our new SaaS cultural intelligence platform, you will be better equipped than ever to drive value and make a significant impact on your client's business. You will achieve this by providing best-in-class levels of service through the whole customer journey of onboarding, training, and engagement with our products and services. In this role, you will be responsible for managing and nurturing key customer relationships, acting as a strategic partner and advocate for their success throughout the customer journey. Partnering with an Account Director, the CSM is integral in curating the customer experience and driving adoption of new products and utilization, leading to high member satisfaction and high retention rates.
At Collage, we are driven, curious people who love to learn, want to challenge the status quo, and help to transform an industry, while helping humanity. You'll find that our culture values diversity & inclusion and rewards entrepreneurial spirit & collaboration. We are looking for like-minded people who share our values and passion for success.
LOCATION: This is a hybrid position where you will work out of the Bethesda, MD office 2 days/week.
RESPONSIBILITIES (WHAT YOU WILL DO):
Implement and manage client onboarding processes, training, and client retention strategies, leveraging Collage Group's SaaS Platform, Insights Hub and Data Tools.
Drive adoption and utilization of the research, data and analytics on our Insights Hub and SaaS platform by understanding their unique needs and aligning our offerings to their goals and objectives.
Onboard and train authorized users on how to maximize the value in using the Insights Hub, data & analytics on the SaaS platform, and data tools like our custom market profiler application.
Collaborate with AD's to drive "Key Success Milestones" on a monthly and quarterly basis to ensure the client is extracting value from the partnership. Lead monthly check-in meetings with members that are aligned to Key Success Milestones.
Report on key performance metrics to both internal and external stakeholders regarding user engagement and customer satisfaction across the year.
Track customer health and engagement with professional service offerings such as research presentation, premium services.
Answer ad-hoc questions by serving up relevant insights and content available through the Collage Insights Hub, SaaS platform, and/or other data tools.
Provide proactive outreach to customers with updates on relevant new content, upcoming webinars, and new product introductions that are most relevant to their category and organizational priorities.
Coordinate with various internal resources to deliver exceptional customer experiences such as Presentations by Collage Subject Matter Experts; and Premium Servicing Requests.
Scope "Premium Servicing Requests" and translate customer needs to the Cultural-Strategy Team for delivery. Ask questions to deeply understand the customer objectives and set clear expectations for the client on deliverables.
Communicate upcoming product changes and enhancements, gather customer feedback, and provide insights to internal teams to drive product improvements and enhance customer experiences.
Provide basic user support and technical troubleshooting when issues arise.
QUALIFICATIONS (WHAT YOU BRING TO COLLAGE):
2+ years in a Customer Success role focused on driving client experience and engagement required. Experience in MarTech or AdTech SaaS is a strong plus.
Strong interpersonal skills and comfort engaging with clients across multiple platforms, including e-mail and interactive calls and presentations. Clear and polished communication skills are essential for success in this role.
Close attention to detail and project management skills to ensure tasks are completed on time and within scope.Time management skills to prioritize tasks effectively and efficiently.
Enterprising / self-starter mindset; must be able to take initiative, follow-up and drive action in order to meet deadlines.
Client-first servicing orientation; motivated, resourceful, and enthusiastic about problem-solving for clients.
Strong technical aptitude and an interest in continuously learning new technology. ntellectual curiosity with an interest in the consumer brand space, market research and consumer insights.
Bachelor's Degree with a focus on marketing, advertising, sales or business highly preferred.
About Collage Group
Founded in 2009, Collage Group is the leading Cultural Intelligence Platform supporting over 250 of the most iconic US brands to unleash the power of culture and drive brand growth. Collage Group leverages proprietary cultural insights and best practices, to help brands engage more effectively and efficiently in today's diverse and complex marketplace. Here at Collage, we provide brands with the tools to build Cultural Fluency and activate consumers across race, ethnicity, generation, gender, and sexual identity.
Collage Group is a group of creative, analytical, diverse, hardworking, and fun-loving individuals with an insatiable curiosity into the new collage of behaviors and patterns that drive consumers.
All employees must be authorized to work in the United States. Collage Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.