Partner Success Manager (SharpSpring by Constant Contact)

Job Description

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams . Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

The Partner Success Manager (PSM) is a pivotal member of the customer success organization who works to develop a positive customer experience, foster healthy relationships, and increase brand loyalty of our customer base. The PSM will work closely with other departments and analyze data involving customer reviews, experience, and platform adoption to drive engagement and overall improvement of measurable KPIs, with heavy emphasis on product adoption, retention, and growth.

What you'll do:

• Develop a healthy relationship with marketing agency partners, enhance customer training and platform adoption
• Engage with customers and identity areas of opportunity to maximize utilization of SharpSpring’s platform while improving customer experience and retention
• Evaluate and analyze customer needs inside of SharpSpring’s marketing automation platform to drive better results and higher value for existing customers
• Say on top of industry trends and ensure the team appropriately utilizes the latest technologies and best practices
• Establish clear retention goals and KPIs for the client to show value inside of associated products and services
• Review the customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Work with multiple departments and stakeholders to resolve customer issues, establish best practices, and promote healthy business relationships with customers
• Analyze customer data to improve customer experience

Who you are:

• Associate’s Degree+ preferred
• 3+ years of experience working in customer success, account management, or relevant experience as a strong user of marketing automation SaaS platform(s).
• Experience with CRM and ABM platforms
• Ability to manage ongoing relationships with customers and provide customer support
• Strong collaboration, communication, and influencing skills
• Strong focus on team effectiveness, results, and customer success
• Passionate about technology and staying up to date on industry trends
• Strong commitment to continuous improvement of self and team
• Accountability and personal organization are essential
• Exceptional ability to communicate and foster positive business relationships
• Ability to mediate between clients and the organization
• Excellent written and verbal communication and interpersonal skills
• Bilingual (English and Spanish) a plus!

Why You’ll Love Us:

• We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [email protected].

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.