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Customer Success Manager

| Chicago
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Founded in 2016, PartySlate is a venture-backed high-growth startup based in Chicago. PartySlate is a beautifully designed platform where leading event professionals share their work with the world, build their brand, collaborate with clients and drive leads. In turn, people planning larger scale parties can find new ideas by viewing and saving hundreds of thousands of beautiful event photos from weddings to corporate events, connect with top local event professionals and find stunning venues.   

As a member of the customer success team, the Customer Success Manager will be responsible for managing our premium clients who pay an annual subscription for an elevated presence on PartySlate. The Customer Success Manager will coordinate with the sales team to on-board our new members.   
 

Responsibilities include:

  • Developing customer relationships that promote retention and loyalty

  • Transitioning new clients from the sales cycle: communicating with all confirmed clients to receive appropriate materials, overseeing fulfilments, tracking actions in Streak CRM

  • Meeting regularly with the Editor and the Director of Marketing to oversee editorial commitments

  • Conducting quarterly Net Promoter Score survey and other methods to gather client feedback

  • Documenting and relaying product feedback and needs of event professionals in order to serve as an event professional advocate during product feature prioritization

  • Conducting quarterly check-ins with customers to review analytics and other relevant topics

  • Effectively managing dissatisfied customers, and reducing churn

  • Working with sales team on renewals and to identify upsell opportunities

Important metrics:

  • Renewals

  • Return visits/new photos posted

  • NPS score

Skills Needed:

  • 2 to 3 years of relevant experience in account management or customer success (ideally at digital company such as Groupon, Yelp, OpenTable)

  • Strong written and verbal skills

  • Confident and comfortable talking to clients on the phone or in person

  • Excellent attention to detail

  • Highly organized, self starter, and self motivator

  • Familiarity with Google Drive, Google Sheets and DropBox

  • Familiarity sales platforms such as Streak or Salesforce



 

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