Careers at TapClicks

Join a global leader in marketing technology for agencies, media companies, brands and franchises.

TapClicks Opportunity:


Customer Success Manager, ISpionage a TapClicks Company

Location: San Jose, CA or Boston MA Metro, USA

Department: Customer Success

About TapClicks

TapClicks is a leader in Marketing Reporting, Operations and Search Engine Optimization SaaS solutions for Enterprises, Agencies and Media companies. It has been recognized as #1 fastest growing company in Silicon Valley by Inc 500; the Best Technology Product or Service by MITX and #163 by Deloitte’s 2018 Technology Fast 500. TapClicks is the only end-to-end marketing operations platform that allows companies to streamline their marketing operations, manage and optimize campaigns and report progress from any device at any time. TapClicks uses cutting edge technology (big data analytics, Artificial Intelligence and Machine Learning) to continuously deliver innovative solutions to our customers. TapClicks Marketing operations platform is widely used by over 400,000 end customers globally.

 

Description

As a Customer Success Specialist for iSpionage a TapClicks Company, you will be responsible for engaging with prospects and customers, convert existing free account users into paying customers while ensuring customer satisfaction and retention. The customer success specialist serves as the primary advocate and champion for each customer here at TapClicks. In addition, they will work with the customer on a regular basis to ensure the adoption and success of iSpionage solutions, as well as be responsible for the overall and ongoing satisfaction of the customer. As a trusted advisor and coach to the customer, the key to this role is being able to articulate value and support the customer’s achievement of desired results.
 

Responsibilities

  • Ensure all users of the platform are receiving white-glove service and driving value from the platform.
  • Assist sales to convert a high volume of inbound trial prospects (free account users) into paying customers.
  • Engage and educate customers on functionalities and best practices through a live product demo.
  • Become a product expert so you can clearly articulate and demonstrate our value proposition, creating excitement and enthusiasm among prospects.
  • Maintain support chat with customers using Intercom.
  • Help customers with their requests, emails, and calls in our support system and coordinate with the engineering team on support cases.
  • Understand customers' needs and communicate with them and help them discover how our products meet those needs.
  • Develop support processes, templates, help guides, videos, and other tools.
  • Advocate for your customers, delivering value across the entire lifecycle.
 

Requirements 

  • 2-3 years of work experience in customer success or account management role (Agency or SaaS experience preferred).
  • Great communication and interpersonal skills.
  • Ability to understand our business applications quickly with little hands-on training.
  • Present yourself with professionalism, friendliness, and a willingness to assist.
  • Proven track record in delivering great value to your customers.
  • Self-motivation, proactive team player, and thrive in a fast-paced environment.
     

Benefits

  • The opportunity to work in an entrepreneurial, fast-growing and successful business environment
  • Retirement Plan (401k)
  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick, Public Holidays and others)
  • Training & Development

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