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Customer Success Management Analyst

Rock Content


2 weeks ago

Job type: Full-time

Remote (Multiple locations )

Hiring from: Multiple locations

Category: Customer Service


This is a remote position, if you don't live in the defined location that's not an issue.
 
To apply for this opportunity, please submit your resume in English.
 
Guide the customer on the journey towards success, ensuring an unforgettable experience with Rock to achieve the desired result with their content marketing programs.
 
 
Responsibilities:
  • Delivering and communicating ROI for our clients, throughout the customer life cycle;
  • Keep track of customers engagement and satisfaction throughout the customer life cycle;
  • Builds and presents quarterly business reviews (QBR) to all customers, with data on engagement (software usage/actions taken), results, insights, opportunities and next steps, always moving forward on our success methodology;
  • Be the trusted partner for customers on use-case and product functionality;
  • Monitor customer health to identify risks and opportunities to act proactively on problems and expansion opportunities;
  • Keep communication flowing between Rock and Customers (NPS, Follow-ups after calls and in between QBRs with customers and Rockers);
  • Constantly seeks opportunities to learn something new (Rock`s products and processes, content/digital marketing, SaaS, etc);
  • Seek alignment of the customer's expectation with the delivery of Rock, and constantly gives feedback to other teams;
  • Record and organize communication so Hubspot records are 100% up-to-date.
 
Requirements:
  • Complete higher education in the following areas of study: Communication, Administration and the like.
  • Strong working knowledge of digital marketing and advertising channels, including: Display Advertising, Search Engine Marketing (SEM), Search Engine Optimization (SEO), Social Media and Mobile Marketing.
  • 1-3 years of experience in account management, or sales.
  • 1-3 years of digital marketing experience.
  • Track record of client relationship development and services.
  • Fluent English as this role is for attending customers from US and CA
 
Soft skills
  • Communication skills
  • Emotional intelligence
  • Teamwork
  • Customer Obsessed
  • Entrepreneurship
  • Time management
  • Tech savvy
 
Differentials:
  • Experience working in the SaaS industry.
  • Experience with the U.S. based contracts management discipline
 
Benefits:
  • Flexible hours;
  • Health insurance;
  • Dental insurance; 
  • Other benefits may be available according to your location.
 
About Rock Content
 
We are a global leader in content marketing and we exist to enable growth opportunities for our customers, employees and partners! We help brands to drive revenue and build awareness by unleashing collaboration through technology, connecting them to a global network of creative talents and delivering premium brand and content experiences for their audience.
 
If you're looking to learn every day, use new marketing technologies, and have the opportunity to innovate and make an impact, you will find all of that at Rock!
 
We have the most dynamic, collaborative and intelligent environment there is. Diversity is very important to us and that's why we commit to it. We do not tolerate discrimination by race, gender, disability, sexual orientation, religion or any other type of physical and/or psychosocial characteristic. 
 
We're rapidly expanding, having tripled our growth in the last 2 years! We are remote-first and distributed around in the world. Learn more about careers at Rock here: https://rockcontent.com/careers/.
 
 
Our 5-step hiring process 
 
1. Application review: when taking a look at your resume, we're looking not just for evidence that you can do the job, but also to make sure the opportunity we have is the one you're looking for! We'll always let you know  either way if you're moving forward or not. 
 
2. Phone screening: this is a first interview and our main goal is to make sure the expectations are correctly set up. We're also very open to answering questions and presenting the detailed truth about working with us. 
 
3. Technical assessment: this is the step to not only evaluate your hard skills but also to present to you a little bit of our work process. 
 
4. Cultural fit interview: our culture is our main priority. We only hire people that show they can fit with our culture and help us grow. This is a deep and challenging step that will require a lot of thinking. To prepare, check our Culture Code.  
 
5. Hiring Manager interview: this is the final step! Here you get to meet the person who is  going to be your leader, ask anything you want and really understand if you match with the team.
 
Are you interested? Apply now!

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: Multiple locations .

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