Marketing & Customer Success Manager

What is day-to-day life like as an Marketing & Customer Success Manager, what are the main responsibilities, and what skills do you need to excel?

We chatted to Kristyna Kroblova who is a marketing and Customer Sucess Manager at White Label Loyalty about her role in the marketing industry to find out what day to day life in her role looks like.

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Role Profile

As a Marketing & Customer Success Manager it will be your duty to build customer relations in the effort to improve the rentention of clients and build a sense of brand loyalty. You will constantly be working with customers making sure that they're content with the service of the company and do not show any signs of dissatiffaction. With instances where there is disatisfction you will be in charge of improving these areas with innovative ideas to improve the customer journey. Technical support will be a big aspect of your role where you will be providing support to customers who require it. It will also be your duty to oversee Customer Success staff memebers ensuring that they're reaching the goals of the company when it comes to maintaining a good relationship with the customers. Also reporting to the manager with any issues that can also be a problem to other customers.

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Key responsibilities

- Create policies and regulations which staff members have to meet when dealing with customers to optimize customer experience

- Analyze and identify innovative way that will improve the experience of the customer

- Ensure that all Customer Success Staff have adhered to policies and that all customers receive same quality of products

- Provide technical and product support to customers who require assistance

- Support Customers on how to best utilize the products which they have pruchased relative to the needs of the customer

- Be in charge of hiring and providing training for staff to ensure the company goals and values are understood

- Reviewing applications and conducting interviews and mentoring schemes for staff members

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Requirements

Great interpersonal skills and be able to make an impression on customers which makes them feel secure

Excellent communication skills as you must be prepared to instruct others and direct them

Good knowledge of customer service pratices

Technical aptitude and a good ability to learn software programs

Have a good ability in using Microsoft tools, mainly Excel and Powerpoint

Experience in Customer Relationship Management software

Bachelors degree in computer science or a related field is preferred