Fohr is hiring a

Customer Success Manager - AMP

New York, United States
Full-Time

Customer Success Manager – AMP 
 
What You'll Do
As Customer Success Manager, you'll be the point of contact responsible for onboarding our portfolio of AMP clients and supporting their product related needs through the customer lifecycle.
Our Ambassador Management Platform is a SAAS tool that empowers brands across multiple verticals to identify, filter, vet, organize and connect with their network of Ambassadors. Along with a custom-built Ambassador landing page, each customer gains access to the CRM platform for which functionalities include: Ambassador profiles, organization, content search, organic reporting and outreach. 

Responsibilities:
- Successfully onboard clients to the AMP platform:
Create and provide platform login credentials relevant to purchase scope in handover from Sales team
Train clients on platform capabilities via screenshare onboarding call 
Collect assets for and manage build of Custom Ambassador landing page to clients’ satisfaction 
Collect assets for and manage implementation of custom Ambassador Onboarding questions
- Work closely with product team on platform bugs, builds and opportunities for improvement  
- Work to improve Ambassador Onboarding experience and ensure signup completion / Instagram Business Connection completion 
- Drive adoption and usage of our customers by building trusted relationships and delivering maximum value of the product
- Collect regular feedback and use case information to bring to internal team to help support in new feature ideation  
- Provide platform guidance via email and live chat  
- Improving customer onboarding experience for new clients by managing and updating customer lifecycle checkpoint schedule  
- Schedule quarterly conversations with clients to extract feedback, learn about business goals and provide actionable guidance on how to use AMP to meet those goals  
- Create educational materials for customers, helping them to deepen and expand their platform usage 
- Simultaneously manage multiple customers who are at different points on the customer lifecycle
- Represent the voice of the customer internally by participating in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

Requirements 
- You are passionate about the power of ambassador marketing and believe it is the future of advertising as we know it 
- You have 3 to 4+ years of direct client management or onboarding experience in SAAS,Customer Success or Account - Management at a technology company
- You have a history of delivering for a range of complex customers and are both a teacher and problem solver by nature 
- You thrive in a fast-paced startup environment and are comfortable working under deadlines 
- You excel in forming partnerships across departments including sales and product teams
- You can ‘read between the lines’ when it comes to data, uncovering meaningful stories told by numbers 
- You have a track record of driving direct and positive impact for customers 
 
Fohr is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
 

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