New york / customer success / full-time
We’re phrasee and we help brands say it betterAn ai-powered saas platform that revolutionises customer experiences through brand language optimization, phrasee helps visionary enterprises enhance and personalise their customer experiences by optimising the language they use across the full customer journey and spectrum of digital brand channelsAll brand communications are predicated on one thing: languageIn spite of its central role to marketing success, it remains looked upon as a dark art – exempt from the scientific rigor applied across the rest of the marketing funnelPhrasee set out to accomplish the impossible: putting science (and sentiment) behind wordsWe are rewriting the digital marketing playbook one optimised word at a timeOur effortless (borderline magical) platform is proven to boost customer engagement and increase lifetime value for the world’s leading brands, including dixons carphone, domino’s, ebay, farfetch, virgin atlantic and walgreensWe absolutely obsess about our customers` success so they can say it betterAt phrasee you get to work with a super smart and caring team, who make big ideas a reality while having a lot of funOur growth plans are fast and global and we want you to be a part of our story.
You will be an expert in the world of customer success, with extensive experience working with enterprise brand, comfortable with marketing technologies particularly (but not limited to) emailYou will own a customer portfolio for which you are the central conduit, responsible for retention, partnering for growth, and the main point of contact for our customers.
As a customer success director you will:
Support the customer from the moment the contract is signed.
Anticipate, pre-empt and resolve problems and opportunities with new and existing customers.
Collaborate with the language, data science and marketing analytics teams on customer requirements, data and reporting.
Have experience with tech, ensuring smooth deployment of integrations.
Demonstrate your knowledge of email marketing to be a subject matter expert in front of your customers.
Manage customer health from end to end, and know when and where to raise flags internally.
Partner with the commercial account director, utilising your commercial eye to spot opportunities to grow your portfolio.
Deliver strategy and regular business reviews, to build on customers relationships and ensure you continually drive the success of your customers.
You have:
Worked in email marketing, an esp and/or digital marketing agency environment.
5+ years` experience in a similar role.
Customer support skills that are second to none, and build strong rapport with all your customers.
In previous roles, been the linchpin of post-sales communication - managing conversations internally and externally, organising processes and people, and collaborating madly.
The ability to make things happen.
Awesome written word and verbal communication.
Outstanding project management experience; managing clients and juggling accounts and tasks is what you do.
The capability to hold a room, and be passionate and eloquent in your knowledge of email and digital marketing best practice, and ultimately your customers success.
Worked stand-alone but you have also built out and supported your own small team of superstars.
This role can be based in your home office, however, some travel will be required (when that`s a regular thing again) to visit your customers across north america, to our milwaukee and/or new york hub, and occasionally our london (uk) hub.
