Customer Success Manager

Position Overview

Customer Success Managers are responsible for driving maximum value and success to existing clients by providing a world-class client experience. The CSM will manage large, complex client accounts, and work directly with them in developing and implementing a cohesive approach to optimizing email success through the Validity tools and services. The CSM’s role is critical to keeping clients engaged, and helping Validity meet our retention rate goals. This person should be comfortable serving as a trusted advisor by creating consultative relationships with clients in order to assist in reaching their business goals.

Company Overview

Validity was formed to bring confidence to customers who rely on data every day to run their business. As a global industry leader in data quality, our role is to ensure our customers have the tools they need to tackle the complexities of data administration and regain certainty with the integrity of their data assets.

Our Trust Platform is comprised of software services and solutions that help customers know where they stand with their data and enable an ongoing assessment and toolset to correct data issues. For over a decade, tens of thousands of administrators in over 20 countries across the world have trusted our products to regain integrity with their CRM data.

Essential Position Duties and Responsibilities

• Collaborate closely with an internal Support and Sales team to provide a world-class client experience.
• Work with clients to understand their organizational structure, business model, and email goals in order to effectively use the Validity tools and solutions to reach their overall goals.
• Be responsible for technical account planning and ongoing technical management of specific accounts issues.
• Work with clients to help define and implement email best practices that meet their business needs and ultimately improve deliverability.
• Drive engagement with Validity tools and services through ongoing weekly calls, monthly reports, and daily interactions in order to provide client-specific recommendations for optimal email program and client business success.
• Conduct ongoing client meetings to communicate best practices, successes and data results; as well as facilitate business reviews.
• Communicate with clients to understand ongoing efforts and changes to their email program that could impact results including Certification Compliance issues where applicable.
• Provide expertise on the Validity tools and advise on key features and functionality in order to make strategic recommendations.

Experience/Skills

• Bachelor’s degree or equivalent years of relevant experience
• 3-5 years in a Client Service role leading large accounts and forming strong client relationships while demonstrating analytical and problem-solving skills
• Ability to translate and tell a story from Validity data in order to identify issues, involve others in seeking solutions, conduct appropriate analyses, and search for best solutions
• Understand the full Validity product suite, features and benefits, and competitive position in order to best to position Validity based on client business needs
• Collaborate cross-functionally in pursuit of problem resolution in order to identify issues and increase inbox placement rates
• Proven dedication to developing strong client relationships in order to interact with a range of clients in a professional, credible manner
• Outstanding listening skills to uncover potential areas of opportunity within an account
• Demonstrated ability to learn quickly both about businesses and technologies
• Use time effectively and efficiently to concentrate efforts on the most important priorities, handle several tasks at once, and consider short- and long-term goals.
• Demonstrate personal and professional growth, professionalism, execution, and strategic thinking; have a positive impact and a great sense of humor