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