Location
Bethesda, MD | United States
Job description
Location: Bethesda, Maryland; Hybrid - Maryland, Virginia or Washington, D.C.
This is a hybrid position where you will work out of the Bethesda, MD office 2 days/week. Overview Collage Group is seeking a
Customer Success Manager (CSM) to join our innovative and growing team in our mission to help organizations unleash the power of culture to drive brand growth. The Customer Success Manager will work to drive value for Collage members by leveraging the services and products included within Membership to support member needs and priorities (Member Offering Services include; Collage syndicated research, data tools, webinars, etc.)
Customer Success Managers (CSMs) play a pivotal role in curating the member experience for clients. CSMs will be integral to onboarding members and responsible for executing against a plan to achieve Key Client Success Milestones. The CSM role is integral in driving high member satisfaction, utilization (self-servicing through our platform/tools), and strong retention rates.
What you will do at Collage Curating the Membership Experience Partner with Customer Success Account Directors to deeply understand member priorities, goals and organizational structure.
Collaborate with CS Account Directors to recommend “Key Success Milestones” for the 12-month membership term; to ensure the member is extracting value from the partnership.
L ead monthly check-in meetings with members that are aligned to Key Success Milestones; (Account Directors may also join Monthly Check In Meetings t hroughout the year t o explore organic custom and upsell opportunities; Account Directors will be responsible for leading the initial Leadership Intake Meeting; Mid-Year Feedback Session, and Renewal Planning Meetings.)
Manage ad-hoc questions that arise from members regarding Collage Group Syndicated Research, Data Tools, and Webinars.
Provide proactive outreach to members with updates on relevant new content, upcoming webinars, etc. that are most relevant to the member’s category and/or priorities.
Project manage execution of “Off the shelf” Presentations by Collage Group Subject Matter Experts ; This includes not only setting expectations for the presentation but following through on execution by coordinating with Collage SME’s on availability and technical logistics to ensure the experience is as seamless as possible.
Scope and submit “Premium Servicing Requests” for completion by the Collage Cultural-Strategy Team. Scoping includes asking questions of the member to deeply understand the request objectives. The CSM will also be responsible for setting clear expectations for the client on deliverable format and timing.
Manage submissions of Brands into the fluen.ci Brand 360 Dashboard (2 Brands included in each membership; 1 Primary Brand and 1 Competitor)
Adoption & Utilization Work to drive adoption and utilization of the Collage Insights Hub, Data Tools and fluen.ci application across member companies based on their Access Level and designated list of “Authorized Users” (Access levels include: Team, Division or Enterprise)
Onboard and train Authorized Users on how to use the Collage Insights Hub, Data Tools and fluen.ci application
Report out on utilization metrics to both internal and external stakeholders regarding user engagement across the year (Logins, Downloads, Webinar Attendance, etc.)
Track engagement with membership offerings such as “Off the Shelf Presentations”, “Premium Servicing” and “fluen.ci Brand Submissions” throughout the year.
What you bring to the table - Suggested 2-3 Years experience in customer success, member services, marketing-focused and/or ad agency account planning function
- Ability to diagnose member needs and identify relevant resources that align to those needs
- Strong time management skills in order to prioritize tasks effectively
- Excellent verbal and written communication skills; comfortable engaging with clients both over e-mail and on calls
- Must be able to take initiative, follow-up and drive action in order to meet deadlines
- Project Management skills to ensure tasks are completed on time and within scope; through collaboration with both internal and external stakeholders
- Enterprising and s elf-starter attitude; with a proactive and client-first servicing orientation
- Close attention to detail
- Intellectual curiosity with an interest in market research and consumer insights
- Bachelor’s Degree with a strong record of academic achievement
About Collage Group Founded in 2009, Collage Group is the leading Cultural Intelligence Platform supporting over 250 of the most iconic US brands to unleash the power of culture and drive brand growth. Collage Group leverages proprietary cultural insights and best practices, to help brands engage more effectively and efficiently in today’s diverse and complex marketplace. Here at Collage, we provide brands with the tools to build Cultural Fluency and activate consumers across race, ethnicity, generation, gender, and sexual identity.
Collage Group is a group of creative, analytical, diverse, hardworking, and fun-loving individuals with an insatiable curiosity into the new collage of behaviors and patterns that drive consumers.
All employees must be authorized to work in the United States. Collage Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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