The Premier Customer Success Manager (PCSM) creates and maintains high levels of customer satisfaction for his/her accounts. Through strong relationship building skills, customer meetings, provision of value added information and excellent account management the PCSM will ensures the customers’ continued and expanded use of Lyris products.
Provide a primary point of contact for Lyris’ enterprise customers, understand and monitor their digital/email marketing goals and progress, and coordinate internal company resources as appropriate.
Proactively ensure that customers are achieving their email/online marketing program results.
Identify digital marketing opportunities for Lyris, and coordinate upsells and resells with the Lyris Account Executive.
Develop an expert level understanding of Lyris’ products and services and ensure customers are successfully using the Lyris application; works with customers to understand business objectives and recommend campaign strategies to achieve their goals
Ensure customers are adhering to deliverability best practices and are compliant with industry regulations through analysis of marketing methodologies and foreseeing future needs and challenges
Build new and manage existing client profiles; executes internal and external business reviews
Ensure customers are following email marketing best practices to optimize their online marketing return, with the ability to walk the client through step-by-step best practices information
Continually bolster relationships with customers to ensure retention.
Work closely with internal departments such as Professional Services, Deliverability, and Customer Support to provide services required to meet customer expectations and needs
Provide insight on customers' needs to internal teams on a regular basis; represent customers' views, requirements, and experience throughout Lyris; understand customer’s marketing needs as it pertains to the Lyris platform capabilities
Strengthen the Lyris brand by continually analyzing and advising customer’s usage behavior, marketing efforts, and seasonal initiatives
Desired Skills & Experience:
3+ years of experience in account management, customer success management, or client services working with enterprise customers
3+ years of experience in digital marketing – domain, email, and/or ESP experience preferred
Business fluency in English required
Working experience with Salesforce.com and MS Office
Excellent verbal and written communication skills
Extremely organized and detail-oriented
Flexibility to work in a rapidly changing environment
Ability to work tactfully through challenging client issues
Superior project management & time management skills; strong business acumen
Ability to effectively work independently and within a team
Desire to professionally develop, collaborate, and empower co-workers in a fast-paced but fun and rewarding working environment
Lyris helps companies engage with their customers in relevant and meaningful ways; we transform digital marketing through the use of advanced technology and services that increase customer engagement, conversions and revenue at every opportunity.
Lyris uniquely combines a heritage of pioneering innovation with technology to help businesses achieve value across all their electronic marketing investments. By actively informing message flows with real-time customer data, Lyris empowers companies to manage the customer experience as it is taking place. With more than 15 years’ experience and tens of billions of digital messages processed by our systems, Lyris is continuously transforming the ways companies deliver value to their customers.
Lyris' high-performance, secure and flexible digital marketing platforms, Lyris ONE, Lyris HQ and Lyris ListManager (Lyris LM), radically improve digital marketing efficiency by providing automated message delivery, robust segmentation and integrated social, mobile, CRM and analytics. The Lyris portfolio is comprised of both in-the-cloud and on-premises solutions, combined with customer-focused services and support. Over 5,000 organizations worldwide are using our technology to manage their digital marketing programs