Customer Success Manager

Company: TideSmart Global
Location: Portland
Posted on: February 24, 2021

Job Description:

Since 2003, TideSmart Global has provided experiential solutions to some of the biggest and best companies in the world by combining the art of live experiences with the science of both new and traditional media. TideSmart Global consists of seven companies: EMG3, Promerica Health, Sumerian Sports, Viridescent Marketing, Confidential Consumer, TideSmart Logistics and LEAP. All seven companies operate from a unique 6-acre, eco-friendly campus in Falmouth, Maine.Position Summary:The Customer Success Manager will join a collaborative group of individuals on the Marketing Services team in supporting small business owners/managers across the country with strategic, locally-focused marketing initiatives. Primary responsibilities will include providing customer support via phone, email, and live chat and promoting the use of an online platform where related marketing products and services are merchandised. Examples of support scenarios include providing information about Marketing Development Funds (MDF), assistance placing an order, answering product/service-related questions, troubleshooting technical or order related issues, and escalating complex or sensitive inquiries. Support is both inbound and outbound. The manager will report to the VP, Marketing Services and will interact with partners and other internal departments to collect insights to inform resolutions for users.Key Outcomes:* Provide friendly, patient support via phone, email, and live chat* Resolve inquiries efficiently and in accordance with defined Service Level Agreements (SLAs)* Assist customers with program enrollment, use of online platform, and related program inquiries* Proper escalation of complex or otherwise sensitive inquiries for supervisor review* Maintain thorough understanding of all program offerings* Proficient use of all team and program related systems* Help with the overall execution of basic marketing services* Participate in outbound customer engagement initiatives* Track customer feedback and requests for escalation Skills/Knowledge/Compentencies:* Works cooperatively, collaboratively, and respectfully in a team environment* Tech savvy (frequent use of online portals, related applications)* Multi-tasking capability (multiple clients, customers, projects, etc.)* Flexibility in a fast-paced, ever-changing environment* Excellent follow-through & attention to detail* Good problem-solving skills; maintains confidentiality* Demonstrates energy and creativity* Self-starter with confidence and "can do" attitude* Strong communication skills, both oral and written* Excellent and demonstrable customer service skillsEducation/Experience:* Bachelor's Degree, preferably in Business Administration/Marketing* 5+ years client/customer service experience* Prior experience in marketing services, media, customer service or related field preferred* Demonstrated aptitude for learning new software and online applications* Proficiency in all Microsoft Office programs, including internet and database requiredTideSmart Global Core Competencies:* Communication: Provides timely, concise and appropriate information orally and/or in writing.* Initiative: Proactively focuses efforts and energy on successfully attaining goals and objectives.* Work Habits and Productivity: Able to maximize time to produce quality results.* Relationship with Others: Establishes and maintain constructive relationships with peers.* Teamwork: Collaborates effectively with various team members to achieve goals.* Client Focus: Commitment to client expectations.TideSmart Global is an Equal Opportunity Employer

Keywords: TideSmart Global, Portland , Customer Success Manager, Executive , Portland, Maine