PowerReviews delivers software that more than 1,000 brands and retailers utilize to collect, display, and syndicate reviews on more than 5,000 websites. An essential resource for consumers as they search and shop online and in-store, reviews drive traffic, increase sales, and create actionable insights to improve products and services. With a syndication network that reaches more than 500 million in-market shoppers each month, PowerReviews delivers more reviews to more consumers. And we make it easier than anyone else.

PowerReviews is looking for a Customer Success Manager (CSM) who will work with corporate customers alongside Account Management, Implementation, Technical Services and other parts of the organization to meet client goals and objectives for the PowerReviews program. Customer Success Managers are continually helping our customers improve their User Generated Content program and be successful with PowerReviews. CSMs focus on engagement, adoption, demonstrating value and making customers successful, contract questions and driving customer outcomes.

As a CSM, you will work with clients to provide measurable results to prove the value and ROI of the client’s investment. CSMs focus on ensuring clients are adopting products and features while keeping best practices in mind, training on the PowerReviews platform and engaging with relevant tools to optimize their objectives. Post-implementation, CSMs own the day to day program execution and help to deliver the ROI and value of the product and its impact. CSM will also focus on building relationships for day to day contacts via adoption/training alongside additional client facing teams to penetrate the account beyond the day to day contacts. 

Key Accountabilities for the Client Success Manager: 

• Focus on ensuring core products are performing as expected/implemented and driving adoption of our tools (portal, reporting, moderation) to optimize engagement.
• Management of issues or areas of improvement for customers to ensure they are getting the best results from the solution.
• Maintain and develop existing client relationships to customers through various levels of communication including email outreach, web meetings, trade-shows, events, targeted/automated outreach. 
• Utilize marketing automation and semi-automated outreach tactics to scale and reach a large number of accounts.
• Develop and share marketing best practices to drive UGC submission volume and adoption of new PowerReviews products and features in a consultative manner
• Identify opportunities for new features and product adoption in the assigned client base and work to provide qualified leads to the Account management team
• Complete all required administrative functions for tracking customer communication, issues, and metrics.
• Surface client feedback to the Product Team for functionality enhancements and escalations.
• Define and achieve client successes that can be shared internally and externally by the Marketing Team to prove value. 
• Partner with an implementation engineer to guide customers through integration and launch of the PowerReviews Platform
• Lead webinar trainings to coach corporate users on the PowerReviews Portal 
• Work with an Account Manager to deliver platform recommendations aimed at increasing ROI for the customer

Requirements Skills for the Client Success manager

• Bachelor’s degree and a minimum of 2-3 years of work experience in a client services/account management role.
• Strong project management skills, time management and organizational skills with the ability to manage multiple projects and priorities at one time
• Oral and written communication skills
• A team player with a high level of initiative and the ability to work well in a team environment
• Positive, self-starter attitude with a desire to exceed client expectations who is interested in working in a fast-paced, start-up environment
• Attention to detail, highly organized, with an absolute focus on the quality of work
• Able to travel up to 10%
• Authorization to work in the US

Preferred Skills for the Client Success Manager

• Experience in eCommerce or Saas
• Presentation (Google Slides/MS Powerpoint) including experience using web-based presentation solutions
• Proficient in Excel, Salesforce.com, Customer success software (churnZero)
• Familiarity with programing language or markup language (JavaScript, CSS, HTML, SQL)

PowerReviews is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.