Full Job Description
iX.co is seeking a Client Success Manager (CSM) - Product Services in our New York City office. The CSM role is integral to establishing and evolving our relationships with our Product clients to ensure that they fully realize their value from their suite of iX products. Over time, the PC-PS will acquire an in-depth understanding of their assigned Client accounts and work with them to ensure they are receiving the highest level of service and support. This role will be based in our New York City office.
Project manage the onboarding of new clients and the upgrade of existing clients to new releases of the products, including the appropriate maintenance and enhancement of any client-specific customizations
Focus on client retention by continuously educating, coaching and supporting them in their use of iX products in such a way as to create demonstrable value for them
Exhibit our company values in all facets of your work, leadership style, and communication
Advocate for both iX and our Client - be the primary voice for iX and our product offerings as well as for your client counterparts and their internal initiatives
Keep up to date on all iX products and features. Demo new features and enhancements to the client and propose ways in which they can leverage them to create value
Liaise between client leads and our internal support team to help shepherd questions and minor bug fixes through our production support process retaining confidence in our clients that their questions have been heard and are being addressed in an appropriate time frame
Solicit product feedback by creating, submitting, and collecting surveys and then organize, summarize, and disseminate this information to our internal product team and other departmental stakeholders
Create standardized presentation and training materials leading to a comprehensive Customer Success Playbook and an increased adoption of our products
Support the product team by developing client-facing release notes and general product communications keeping clients abreast of the evolution of our products
1-3+ years of experience in a product, sales, customer care, project and/or an account management role at a product-based company, SaaS provider, agency, or startup environment
Ability to actively listen, empathize, and communicate in an emotionally intelligent way
Comprehension, at a high-level, of Agile Scrum and SDLC/Waterfall project management methodologies, rituals, artifacts, and sprint cadences
Aptitude and willingness to explain technical concepts to non-technical audiences
Passion for web-based technologies with a desire to grow within the Customer Success team and/or our product/project management functions
Inquisitive, organized, detail oriented, and able to effectively prioritize work and incoming client requests across multiple client accounts
Natural at solving problems and providing concise solutions both internally and externally
Proficient in MS Office Suite, Atlassian's Jira & Confluence, Slack, and G Drive as well as having the capability to learn new products and technologies in a relatively timely manner
iX.co, a digital media company focused on the way data science and technology can create more personal experiences for users while growing audiences for content owners, bridges the gap between storytelling and technology, creating digital platforms and experiences to help global brands engage with audiences and monetize their investments.
iX.co, works with many of the biggest names in sports, media, entertainment, and active lifestyle, using data-driven insights to cater to audience passions and empower businesses to make millions of lasting impressions.
With offices across North America, Europe, and Asia, iX.co is proud of the impact it has helped create for elite organizations like the PGA TOUR, NASCAR, FOX, Chelsea FC, AS Roma, the International Ski Federation and the International Basketball Federation, among countless others.
Competitive salary and yearly bonus
Multiple insurance options
Pre-tax commuter benefits
Fully stocked pantry with snacks and coffee bar
Flexible working arrangements
Weekly Happy Hours and periodic team activities
Work in a high-growth, energetic environment