About the Role
Customer Success Manager
India
Brainlabs is a digital media agency were passionate about using data and tech to craft marketing strategies that drive real business results for clients. Our 1000+ Brainlabbers partner with some of the worlds largest advertisers to do just that.
Our mission is simple, we want to become the worlds largest independent media agency, famous for delivering high performance and accelerating the careers of Brainlabbers whilst were at it.
Brainlabs has always been a culture-first company. In fact, from the very beginnings of the agency a set of shared principles, philosophies and values was documented in The Brainlabs Handbook, helping us create our unique culture.
As with everything here we always seek to adapt and improve so The Brainlabs Handbook has been fine-tuned to become The Brainlabs Culture Code.
This Culture Code consists of 12 codes that talk to what it means to be a Brainlabber. Its a joint commitment to continuous development and creating a company that we can all be proud of, where Brainlabbers can turn up to do great work, make great friends and win together.
You can readThe Brainlabs Culture Code in full here.
At Brainlabs we have been busy building Cortex, our end-to-end platform with hundreds of features which automates across the marketing lifecycle. As the agency has expanded, the need for assistance in using these tools and applications has grown. We now need a dedicated Customer Success Manager to ensure our suite of tools are used to optimal capacity throughout Brainlabs.
As aCustomer Success Managerwe’d like you to:
- Develop an onboarding strategy for our suite of software tools
- On-board new users onto our suite of software tools, demonstrating how the tools work and how they benefit clients
- Support client managers to service their clients with our suite of tools
- Develop documentation, guidance and training materials to ensure tools are used correctly and to maximum effect
- Assist Product Marketing with promotional material
- Be the main point of contact for users needing assistance
- Gather and feedback ideas for the tools for the Product Manager
- Report on tool usage to the business
- Evangelise our suite of tools
- Measure customer satisfaction and devise methods of improving user experience
- Develop ideas and document opportunities to engage clients
- Develop case studies and measure the impact of our suite of software tools
All sounds great right? So heres what we are looking for:
- Strong knowledge of search marketing
- A strong desire to work with custom technology solutions
- Excellent time management and organisational skills
- Astute, analytics and detail oriented
- Solutions focused, self motivated, responds well under pressure
- Adaptive communication style and the ability to communicate with different levels of a clients business
- Process driven and focused on building for scale
- Excellent communication skills, both written and oral