Marfeel is a SaaS platform that provides key analytics solutions for publishers, bringing the data driven revolution to newsrooms everywhere. Our tool provides our customers with the data they need in real time, giving them the edge to make informed decisions and drive their audience growth and engagement.
Our international team is made up of over 25 different nationalities. With headquarters in Barcelona and international teams, our amazing people and our diversity are the reasons behind our world class products, and were still innovating.
The Role :
The Customer Success philosophy is core to Marfeels value and is transversally present in everything that we do. From requirements gathering to product development and prioritization, we take our customers input as a key vector of our success.
As a Customer Success Manager at Marfeel, you will own the full lifecycle of our customers. From onboarding to renewals and upsell, you will be empowered to drive your portfolio toward success, advocacy, and to expand. Your main responsibility will be to help our customers to reach their expected outcomes by leveraging all the power that our products deliver as well as identifying opportunities for new product developments.
In addition to the daily operational tasks, we also encourage our CSMs to proactively engage with process improvements and new ideas to improve the quality of life of our customers and our team.
This is what you will do :
1. Have complete and full control of each account you will be the person who knows the most about your customers within Marfeel.
2. You will manage a portfolio of around 40 customers with a High and Mid Touch approach.
3. Be a chion of our product. You need to understand not only the business application but also the technical aspects of the tool so you can provide an accurate answer to your customers and internal team.
4. Be responsible for onboarding, customer advocacy, expansion, retention and renewal. By handling the full lifecycle, you have the final say when it comes to your customer.
5. Nurture a close relationship with the key stakeholders of our customers, from operations to C Level and share your industry knowledge and best practices.
6. Understand clients'' business needs and objectives, and provide recommendations for how our tool can best support them.
7. Conduct regular check ins with clients to ensure they are using our tool effectively and provide training or guidance as needed.
8. Monitor client engagement and usage of the tool to identify opportunities for growth and expansion.
9. Lead and manage multiple projects in parallel, both with customers and internally.
10. Create and deliver compelling presentations both operational and executive (Projects presentations, Performance Reviews, Executive Business Reviews, etc).
11. Gather and communicate customer requirements and feedback in a clear,