Customer Success Manager

Zeta Global is an AI-Powered Marketing Cloud company that aims to simplify sophisticated marketing through its Zeta Marketing Platform. The Customer Success Manager will lead client relationships, ensuring satisfaction by providing exceptional service and executing marketing strategies across various channels.

Responsibilities:

• Assume a leadership role in a cross-functional team including Client Solutions, Analytics, Operations, and Implementation of Web Site, Email and Customer Data Platform optimization
• Act in a client-facing capacity to lead the direction, communications, and outcomes across the teams
• Assist sales and senior management in the scoping of solutions for clients resulting in programs, which support the client’s business objectives and position the relationship for success
• Manage the delivery of scoped services for clients, coordinating efforts across the internal operational teams ensuring timeliness and quality at each step
• Lead client calls and communications including the development of client-facing materials such as proposals, presentation deliverables, strategic points of view, status reports, and requirements documents. Manage to outcomes and follow-ups
• Work with client to plan and execute a wide range of campaigns across addressable channels
• Evaluate opportunities to grow the scope of services and tools
• Oversee the quality of operational responsibilities including delivery of reports, communication of campaigns and/or analytic changes
• Manage client billing, budget and forecast processes
• Develop and build excellent relationships with clients, and internal team members
• Ensure campaign goals are clearly defined and understood by team members
• Monitor campaign and alert team members with performance concerns
• When issues are identified, work with team members to develop solutions and client communication
• Escalate any major client issues, bringing in senior management as appropriate

Requirements:

• BS or BA degree, preferably in Marketing or Business
• 3 – 5 years' experience in account management or a client-side marketing department with experience with:
• Email/Digital marketing
• Customer journey development
• Multi/Omnichannel marketing
• Campaign management
• Excellent communications skills and relationship skills
• Proficient in MS Office: Excel, PowerPoint, and Word