Customer Success Manager - Influencer Marketing

Location: New York, NY

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

We're looking for a client relationship pro to come and join our growing Launchmetrics team here in New York as a Customer Success Manager at the Influencer Marketing division. 

Listed in the Muse's 10 Awesome New York City Companies to Check Out for Your Next Job, Launchmetrics (formerly Fashion GPS), is the leading technology for helping brands launch their products to market.  With a stronghold in the industry, we specialize in efficient product tracking, event management and influencer analytics.  Our software was built to simplify and improve all aspects of the fashion industry workflow and we are now considered the industry standard with top designers and PR firms around the globe. Following our acquisition of Style Coalition – a leading influencer marketing platform for fashion, beauty & luxury brands - we are expanding our suite of products to offer brands the ultimate software tools to identify influencers, manage campaigns and track results.

Responsibilities:

  • Be an expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI.
  • Assist in pre-sales system demonstrations and technical meetings and complete necessary SOWs for customizations and/or integration requirements.
  • Ensure that appropriate client contacts, documentation, reviews and projects, and risk are added to Salesforce and is kept up-to-date regularly.
  • Lead regular account reviews with clients to ensure proper usage of the system, maintain communication on updates.
  • Gather client feedback and deliver feedback to product and development to help prioritize projects and shape product roadmap.
  • Anticipate and monitor dissatisfied accounts and ensure problems/issues are dealt with swiftly and appropriately.
  • Complete all client follow-up training and adoption activities as well as system updates and changes to ensure renewal and growth.
  • Evaluate and document implementation plans and specifications. Project-manage incoming client requests alongside product, acting as the voice of the client.

Who are you?:

You’re a social media obsessed technology enthusiast and a people person. You aren’t afraid to get your hands dirty and go above and beyond to get the job done and make the client happy.

  • Bachelor's degree or equivalent experience in business, or related field
  • Minimum 2 years previous experience in Customer Success or On-boarding
  • Experience working with online influencers on branded content and social programs
  • Deep knowledge of various social media platforms, metrics and analytics
  • Relevant category experience, with focus on fashion, beauty & luxury brands
  • Experience with delivering onsite training and webinars and/or pre-sales demonstrations strongly preferred
  • Ability to perform within a fast-paced, multi-priority setting
  • Customer-first mentality; ability to empathize and build customer loyalty.
  • Strong technical aptitude and ability to learn new technologies quickly. Must be able to think strategically about change management and system integration. Previous experience with technical integrations strongly preferred.
  • Strong critical thinking, analytical, and complex problem solving skills.
  • Highly motivated, “do-er” with strong sense of collaboration, ownership, urgency, and drive.
  • Excellent interpersonal skills for phone troubleshooting and writing skills through email
  • Excellent time management and communication skills

What can we offer?

  • A fantastic opportunity to be part of a fast-paced and rapidly growing team that has revolutionized the industry
  • An opportunity to work with world’s leading brands and agencies in fashion, beauty & luxury
  • A chance to work with a passionate, driven and fun global team
  • Weekly team breakfasts and lunches
  • Monthly team activities and outings
  • Great benefits
    • Healthcare including medical and dental
    • 401(k) plan with company matching
    • Paid Parental Leave
    • Summer Fridays
    • Remote working between Christmas and New Year's  
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