Senior Client Success Manager

Newport Beach, CA, United States

Purpose of the Position This is a Senior level position within the Client Success Team focusing on a mature client portfolio while acting as a leader on the team to guide, educate and mentor team members. Image The goal of CAKE is to solidify and grow our client base through the cooperative efforts of employees at all levels. To help us achieve this goal, we promote professional development to serve the needs of our employees. By working together, increasing efficiencies and focusing on quality and profitability, we will prosper in any economic environment.As the face of CAKE, all Client Services team members are an advocate for CAKE clients and help them to reach their business needs and goals by using the CAKE software efficiently and effectively. Competencies Action Oriented, Customer Focus, Dealing with Ambiguity, Functional/Technical Skills, Integrity and Trust, Interpersonal Savvy, Negotiating, Priority Setting Essential Functions And Responsibilities Team Engagement Act as a leader on the Client Success Team, supporting all members of the team when possible

Attend and possibly host and organize departmental meetings and presentations

Actively engage with team to present ideas or client use cases

Train team as necessary on new features, use cases or scenarios

Act as a mentor to the newest team members as they onboard in the department

Communication (written and oral) Clearly communicate complex features or ideas in an easily digestible manner to team and to clients

Use concise vocabulary to convey best practices and setup procedures within CAKE

Responsibilities: In addition to the CSM role and responsibilities (below), take on the following additional responsibilities Be a CAKE expert: Extremely proficient and have an intimate understanding of the CAKE platform, features, use cases and trouble shooting skills

Cultivate and expand deep relationships with a diversified, strategic client portfolio

Grow client portfolio through opportunity identification, strategic client relationship management, and up-sell/cross-sell initiatives

Retain client revenue

Take lead, own and host client meetings with agenda for discussion and presentation for key points (onsite or in CAKE office)

Cultivate client relationships with executive level decision makers

Be an invaluable resource for clients and internal teams on all aspects of the CAKE platform including: 3rd party integrations, product initiatives and Knowledge Base

Be accountable for meeting/exceeding client needs, issues management and resolution, and escalation

Attend industry trade shows and travel to various CAKE office locations

Perform Quarterly Business Reviews for designated clients

Consistently retain revenue for each client

Travel to strategic client offices for trainings, upsells, face to face time

Ability to independently drive medium to large projects/initiatives from inception through completion

Work with the Client Success Managers and Associates to help them to learn how to execute day to day production tasks

Be a supporting point of escalation for Client Success Management issues either administrative or technical in nature

Be results-driven and able to identify and execute on new business opportunities or new process efficiency

Help to review and monitor Client Success revenue retention and customer satisfaction

Interact with clients and sales on a regular basis to provide updates on client portfolio

Alert Management Team of any at risk clients and work to provide innovative solutions with the management, product or technical teams

Co-host regular meeting with the entire Client Success and Implementation & Strategy Teams

Collaborate with management to evolve and improve internal processes and education

Client Success Manager Responsibilities: Manage day-to-day communications with client once implementation is complete

Become very familiar with client and their business needs and how CAKE presents value to their business

Anticipate client needs through analyzing data

Provide ongoing consultative support and training to client for existing and new features

Coordinate client outreach and follow-up on system updates, maintenance, and other subjects as necessary

Assist in creating and/or maintaining product documentation such as user guides, FAQ, and other training materials

Work closely with the Technical Support team to troubleshoot problems and document product enhancement requests from clients

Generate reports and perform data analysis per clients’ needs

Identify upsell opportunities to expand CAKE’s offering within existing clients

Administrative Tasks Update and maintain all relevant SalesForce fields and reports

Log all emails and calls in SalesForce

Maintain account notes at the Account and Instance level in SalesForce and Confluence

Be mindful of the tickets your clients are submitting (key accounts must be a watcher on tickets submitted) and liaise with Support team as necessary

Meet weekly with manager to discuss issues or special notes for your clients and their status

Anticipate client needs through analyzing data

Monitor additional outreach or administrative projects as directed

Proficiencies At least 1-year experience of working with CAKE platform

A true leader with good reviews from clients, colleagues and peers at CAKE

Supervisory Responsibilities None Knowledge, Skills And Abilities (computer, Math, Language, Interpersonal) Intermediate to advanced user level of: Microsoft applications, spreadsheets, presentations, internet software, e-mail. Uses the Internet to source information about current client success techniques. Working knowledge of HTML, XML, Javascript, Basic web technologies (DNS, HTTP, SSL), Web Services/API’s. Deep understanding of using the following tools: Freshdesk, Jira, Firebug, SalesForce, Gainsight

Ability to analyze data with advanced excel tools, troubleshoot and find solutions to complex business problems

A deep understanding of the online advertising and performance marketing industries

Requires basic math skills.

Ability to read and comprehend instructions. Ability to write clear and concise letters and emails. Extremely effective instructive abilities as well as presentation skills.

Must be able to work effectively with employees and clients at all levels in an objective and professional manner when responding to questions and soliciting information related to client success needs. Proven capability in building effective business relationships via phone and email

Educational/Experience Requirements Bachelor’s Degree preferred, 1-3 years operations and administration experience including exempt and non-exempt positions. Will consider experience in lieu of a degree. Certifications & Licensures None Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Includes occasionally lifting and carrying and/or moving up to 25 pounds. Working at a computer for several hours during the day. Also involves regularly standing, walking, reaching, talking, listening, hearing, and use of close and distant vision. Business Unit: CAKE FLSA Designation (US Only): Exempt Salary Range: The estimated base salary range for this role in the United States is $62,400.00 - $93,600.00 per year. For compliance with local legislation, and to provide greater transparency to applicants, we share salary ranges on all job postings regardless of the desired hiring location or whether the position is remote. The posted range is an estimate and reflects many factors which are subject to change. Final offer amounts may vary from the amounts listed above, based upon geographic location, candidate experience and expertise, and other relevant factors. Other Compensation: This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire. Benefits: Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match). Time off: The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected]: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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