[Hiring] Customer Success Representative @Anteriad

Role Description

The Anteriad Operations team is looking for a vital team member to fill the role of Customer Success Representative (CSR). An Anteriad CSR is responsible for being our customers’ biggest advocates and the focal point between those customers, the sales team, and operations department. Anteriad CSRs work with their team to set up, manage, and optimize campaigns across our suite of business-to-business marketing & data services. A successful candidate will have the opportunity to work and build relationships with our international customer base including members of the Fortune 500, Inc. 5000, and venture-backed companies. This position is executed on a remote basis, with potential for travel for customer & internal meetings if performance goals are met.

• Start the day by reviewing & actioning internal & external emails that may have come in overnight.
• Check-in call with your CS team to review account performance and decide what actions need to be taken.
• Finish setting up a campaign you just received the missing piece for and set it live.
• Confirm with your customer the great news, that their campaign is now live, confirm their details one final time and let them know when they can expect to see the first set of outcomes.
• Conduct kickoff call with customer getting ready to launch a new campaign, leading the call and walking them through their campaign details, desired performance metrics, and what remaining materials are needed before launching.
• Perform a high-level review of your campaign data files before approving them to move forward to a customer.
• Take a walk at lunch or run a quick errand, assuming you do not have calls or imminently pending items.
• Setup of one or multiple campaigns where materials are being received.
• Respond to messages that could come internally or externally via email, chat, or calls, while remaining highly organized.
• Participate in larger group calls such as customer success roundtables, new product training, quarterly town halls, or Employee Resource Groups (ERGs) lunch and learns.
• Complete a summary presentation for a customer meeting early next week.
• Setup, manage, and optimize the suite of Anteriad’s business-to-business marketing and data services for your customers.
• Act as the focal point for all external customer communications and internal requests & inquiries related to your customers.
• Always be presentable and camera ready during the workday.
• Lead and participate in all types of customer calls including kickoff calls, check-ins, campaign summaries, QBRs, and problem-solving calls.
• Be the final layer of quality control between deliverables & customer systems.
• Continuously monitor existing & upcoming activity, identifying potential challenges and taking steps to correct potential issues.
• Maintain understanding of customer status in relation to upward or downward trends.
• Ensure internal CRM & campaign management software remain continuously up to date.
• Actively check in with customers based on their preferred method of communication.
• Create custom & standard reports based on campaign performance, revenue managed, and internal databases.
• Work as a team with your designated customer success group, performing activities & tasks as assigned by the group's leader (CSM).
• Collaborate continuously with the sales team on customer communication, campaign setup, & reporting.
• Enhance our operations team’s ability to run successful campaigns by communicating precisely & unambiguously.
• Stay current on best practices and trends related to digital marketing.
• Represent Anteriad and the customer success team with each interaction in a friendly, informed, and easy-to-work-with manner.

Qualifications

• Independence: Ability to work virtually without constant direction or supervision.
• Self-Starter: Self-motivated with a strong work ethic.
• Continuously Improving: Seeks ways to improve contributions to the team.
• Communication Skills: Strong oral and written communication abilities.
• Adaptability: Ability to learn quickly and adapt to changing landscapes.
• Presentable: Comfortable presenting to small and large groups confidently.
• Personable: Able to connect with customers and colleagues positively.
• Detail Oriented / Organized: Manages constant communication effectively.
• Strong problem analysis and problem-solving competencies.
• Ability to learn and operate SaaS platforms such as Salesforce, Qlik, Anteriad Marketing Cloud.

Benefits

• Comprehensive medical (choice of 3 plans), dental and vision coverage.
• Company paid short-term disability, long term disability and life insurance.
• Optional supplemental life, accident and critical illness insurance plans.
• 401K with company match.
• Flexible PTO and generous paid holiday schedule.
• Fully paid primary caregiver leave (12 weeks) & parental bonding leave (2 weeks).

Company Description

We are not just another B2B solution provider. We're problem solvers. We believe that data is the key to unlocking effective solutions that span a range of marketing challenges - from customer acquisition to demand generation to account-based marketing. Data is at the core of everything we do. Our team works tirelessly to create powerful solutions that drive real results for our clients.