Client Success Specialist

6 months ago

Bengaluru, India Decision Foundry Full time

Welcome to Decision Foundry

We are both a high growth startup and one of the longest tenured Salesforce Marketing Cloud Implementation Partners in the ecosystem. Forged from a 19-year-old web analytics company, Decision Foundry is the leader in Salesforce intelligence solutions.

We win as an organization through our core tenets. They include:

  • One Team. One Theme.
  • We sign it. We deliver it.
  • Be Accountable and Expect Accountability.
  • Raise Your Hand or Be Willing to Extend it


About Role:

Decision Foundry, LLC is a fast-growing global data consultancy searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business.  At Decision Foundry, there is nothing more important than the success of our clients.  We’re specifically looking for a Client Success Specialist who will work as part of team focused on accelerating adoption, engagement and growth for clients of all sizes.  You will help to drive the continued growth of our company by building strong relationships with clients and collaborating with cross-functional teams internally to deliver consistently excellent client experiences.

Our ideal candidate is passionate about working with clients, driving high levels of client satisfaction and responsive to client needs. To succeed in this role, you should have a passion for using evolving technologies to solve complex business problems and working knowledge of digital marketing platforms such as Google, Facebook/Instagram, Twitter, etc.


Objectives of the Role:

  • Own overall relationship with assigned clients, which includes managing on-boarding and implementations, increasing adoption, ensuring retention, and assuring high levels of customer satisfaction.
  • Establish a trusted and strategic advisor relationship to help drive continued value of our solutions.
  • Maintain and develop client success strategies and best practices, as well as client support content.
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
  • Maintain existing customer success metrics and data as directed.


Responsibilities:

  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.
  • Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
  • Work with the marketing team to identify customer references and develop case studies

Requirements

Required Skill and Qualifications:

  • 3-5 years of experience in account management or customer success.
  • Strong verbal and written communication.
  • Analytical and process-oriented mindset.
  • Comfortable working across multiple departments in a deadline-driven environment.
  • Active team player, self-starter, and multitasker who can quickly adjust priorities.
  • Available to work between the hours of 8am and 4pm Eastern Time US (05:30 PM - 01:30 AM IST).


Preferred Qualification:

  • Bachelor’s degree.
  • Knowledge of SalesForce and project management tools.
  • Experience working with global teams.
  • Digital marketing experience a plus

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