Customer Success Manager (Contract to Hire)

Job title:

Customer Success Manager (Contract to Hire)

Company

Parallel Distribution

Job description

About Us:
Parallel Distribution is revolutionizing the way brands advertise on social media. We use automated mass account management to generate millions of high-trust, low-cost views for mid-market and enterprise consumer brands. We’re growing fast and looking for team members interested in building something meaningful in an entrepreneurial environment. As a member of our team, you’ll be at the forefront of innovation, helping shape the future of social media.Position Overview:
We are looking for an experienced Customer Success Manager (CSM) to join our team. As the first CSM, you will take ownership of our customer relationships and play a critical role in ensuring our customers’ success and satisfaction throughout their journey. It’s an opportunity to join a startup on the ground floor and evangelize a service brands love. You’ll define the playbook for our customer success function, and as the voice of the customer, your feedback will be instrumental in developing our service roadmap. This role is a contract-to-hire position based in New York City, not a full-time role. The time requirement will start at 10-20 hours per week and increase based on performance and available customers. If you share our passion for customer success and want the opportunity to grow with teammates who love what they do, read on!Primary Responsibilities:Serve as the primary point of contact for all of our customers and own hands-on execution from onboarding, implementation, customer meetings, SOPs, and NPS surveys to internal and external reporting.Collaborate with customers to establish clear objectives and KPIs to ensure meaningful outcomes and satisfaction for all stakeholders.Ensure all customer commitments are fulfilled, and take proactive steps to identify and mitigate potential issues. This includes daily monitoring of customer KPIs and deliverables.Foster and grow strategic partnerships with our customers, focusing on driving value from onboarding through renewals. Establish relationships as true extensions of our team to drive growth and satisfaction.Manage dashboards for each client, collaborating with the Engineering team to customize as needed. Ensure that clients have access to accurate and up-to-date KPIs.

Deeply understand our customers’ needs and proactively suggest ways customers can leverage new offerings to drive results and maximize ROI.Act as the voice of the customer, working closely with internal teams to translate customer feedback into actionable service enhancements.Provide clients with knowledgeable and prompt responses, including responding to all customer Slack messages within an hour and emails within 3 hours during business hours.Create reports and collateral, such as customer case studies, when needed.Partner internally with Content, Engineering, and Sales to optimize customer implementations and resolve technical challenges.What you bring to the team:Based in New York City and have 7+ years of experience in a customer success or related role, adept at managing customer relationships across enterprise customers in a fast-paced environment.Believes profitable customer relationships are founded on respect and that growth and expansion come from cultivating relationships.Are skilled in employing a consultative and proactive approach to quickly understand and address diverse customer needs.Ability to work collaboratively as part of a team and be resourceful and adaptable. Highly organized and process-oriented.Data-driven mindset with a proven track record of delivering clear, measurable customer outcomes.Exhibit exceptional communication and interpersonal skills, capable of engaging effectively with a wide range of stakeholders.Strong background in project management, organizing complex customer engagements across multiple stakeholder groups.Ability to thrive in ambiguous situations and is excited to create structure and process as Parallel grows.Bonus: Experience working with consumer brandsLocation:
This role will work out of our Manhattan office.Parallel Distribution is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification protected by applicable law.

Expected salary

$50 – 80 per hour

Location

New York City, NY

Job date

Sat, 14 Dec 2024 23:12:19 GMT

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