Why is Ambassador the leading Referral Marketing Automation platform across the globe?
Our platform is designed to equip marketers with robust and customizable solutions to generate new business by leveraging the power of the people that know their product best
– the customer.
Founded in 2010, in Metro Detroit, Ambassador is one of Michigan’s fastest growing tech startups.
One that takes pride in their motivating and connecting culture, while empowering its people to continue to seek creative solutions and take pride in their work. As a Senior CSM at Ambassador, you will be the primary consultant for all aspects of our Enterprise clients’ needs.
In this customer-facing role, you will be there to help the client navigate through onboarding initiatives prior to launch, along with providing guidance post-launch to directly impact the client’s path to success.
Additionally, you’ll be working closely with our engineering and product teams to resolve technical issues for clients as they arise.
This ideal contributor will also serve as a hybrid of the Strategic Account Executive & Customer Success Manager roles which include overall relationship management, upsell, renewals and retention, as well as customer satisfaction & success.
As a key, early member of our success team, we may also expand your reach into some sales or product team areas – particularly as it relates to recognizing opportunities for additional sales or product improvements.
Since we are founded on an inclusive, team-oriented approach, we want you to have a voice to help better our product and impact our current and future clients.
What it takes to succeed:
• Be the voice of the customer and provide internal feedback to maximize customer value and retention.
• Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving ROI that leads to renewals/expansion/upsells
• Become the steward of any assigned projects.
Monitor progress, implement changes, share updates and formulate possible remedies for challenges as needed.
• Identify and lead up-sell opportunities and understand client contracts to other products and service offerings in support of the company strategy.
• Self-motivated and results-orientated candidates with proven influencing skills.
• Proficient experience of Salesforce and knowledge of its value (Familiar with opportunities, reports, and cases).
• Adapt product recommendations quickly to suit evolving client needs
– asking probing questions and handling objections will be critical to your success.
• You will handle, diffuse, and direct customer feedback through appropriate channels
• Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives.
• Understand your customers industry trends, challenges with digital adoption, and current and potential use cases for Ambassador.
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk, drive product adoption, and meet/exceed their goals.
• Work cross-functionally to gain program buy-in and support from key stakeholders across the company, ranging from sales to product owners.
• Collaborate with internal Account team and Customer to develop a Success Plan outlining how Ambassador addresses their immediate/future needs (including metrics for success).
Requirements
• Bachelor’s Degree
• 5+ years of direct sales and/or account management experience in a quota-carrying software sales or account management roles
• 5+ years of enterprise level SaaS sales experience preferred, ideally within cloud-based technology
• Experience in a technical/customer support roleKnowledge of marketing technology landscape and/or experience servicing senior level marketing clientele
• General experience using business web applications (Salesforce, Zoom, Zapier, etc…)
• Excellent written and oral communication skills
• Extreme attention to detail, organized, and process focusedExcited to work in a start-up environment
• Patient, positive, and motivating