Customer Success Manager at Zeta Global

<p><strong>Customer Success Manager - Description</strong></p> <p>Zeta Global is looking for a dynamic and personable individual who is acutely skilled in client service management to join the CRM Customer Success account team to manage a portfolio of existing clients. The Customer Success team is responsible for managing client relationships and delivering best-of-breed customer service and performance for our marketing clients.</p> <p>The Account Manager collaborates with multiple stakeholders to negotiate, draft, and ‘close’ commercial agreements between Zeta Global and our enterprise clients. This role requires a keen focus on contractual outcomes, with the goal of sustaining &amp; maximizing Zeta Global’s incumbent Annual Recurring Revenue (ARR). The primary success metrics for the Account Manager are Net ARR retention and customer satisfaction.</p> <p>&nbsp;</p> <p><strong>Responsibilities</strong></p> <ul> <li>Responsible for overall client satisfaction and retention.</li> <li>Assume contractual responsibilities for a portfolio of clients, executing a license renewal schedule and SOW cadence with each.</li> <li>Build critical client relationships with contract signatories, procurement, legal, and key finance personnel.</li> <li>Act in a client-facing capacity to lead the direction, communications, and outcomes across teams.</li> <li>Lead client calls and communications. Ensure and manage to outcomes and follow-ups.</li> <li>Manage client budget and forecast processes.</li> <li>Ensure compliance with SLAs.</li> <li>Promote and pursue client collections, when necessary.</li> <li>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.&nbsp;</li> </ul> <p><strong>Required Experience</strong></p> <ul> <li>BS or BA degree, preferably in Marketing or Business</li> <li>5 -7 years’ experience in account management or professional work experience in a fast-paced agency environment, with accountability or direct involvement in contracts ranging up to $100K in annualized value</li> <li>Excellent communications skills and relationship skills</li> <li>Strong business acumen with natural aptitude for identifying risks and opportunities.</li> <li>Self-driven with the energy and resilience to perform consistently at a high level</li> <li>Proficient in MS Office: Excel, PowerPoint, and Word</li> </ul>