Manager Customer Success- Digital Marketing Solutions- Team Lead (Remote)

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.

Are you seeking a people leader position within a growing company? Broadridge is hiring! Our mission is to attract, develop and retain outstanding talent. Being a place where exceptionally driven and hardworking people want to work is how we deliver award-winning services to our customers and ultimately build customer value. We're seeking a Customer Success Manager to work with our stellar team! The Customer Success Manager will play an integral role in the growth of our business by building strong working relationships with customers and providing solutions based on the customer's needs and digital marketing program strategies. Our Customer Success team works collaboratively w/ cross-functional teams including Sales, Business Development and Product Management to accelerate usage and relay customer needs, so strong ability to successfully navigate, collaborate and build relationships with both internal and external stakeholders is essential to success in this role.

• Provide key inputs into the shaping, delivery and driving of the overall vision and strategic plan for the Customer Success organization, focusing on leading a consultative, positive customer experience and driving strong relationships with key customer home office staff.
• Drive customer outcomes, adoption and customer experience
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy.
  • Gather feedback from customers for continual process, service, and product improvements.
• Maintain expertise on industry trends/practices and competitive landscape.
• Manage and nurture executive relationships with customers, including management of executive-level escalations.
• Ensure customer expectations are exceeded consistently.
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Drive strategic planning sessions with senior enterprise stakeholders to ensure customers can fully leverage Broadridge to meet their performance and operational efficiency goals.
• Manage customer success team members: (This role will require people leadership experience.)
  • Coach and mentor team to ensure members are high performing and consistently meeting or exceeding customer expectations.
  • Provide insight and recommendations to continuously improve the customer success model, integrating processes, content and data to/from stakeholders.
  • Foster a culture of collaboration within Broadridge and with customers.
  • Drive operational practices to track performance of teams and individuals.
  • Promote a culture of motivated and engaged associates who align to the mission and vision of our organization.
  • Address escalated customer issues with speed and urgency, orchestrating resources across the company as appropriate.
• This role is focused on post-sales customer success management and includes project management and technical support-related skills.

• Minimum of 5 years management experience leading teams in a digital marketing, CRM, financial technology, SaaS, or enterprise software company
• Minimum of 5 years of experience leading customer success managers, account management, or sales teams with demonstrated success managing distributed teams across cultures, lines of business, and geographies. Professional services experience is a plus.
• Strong ability to create and deliver consultative presentations for customers and prospects.
• Strong operational skills that will support an environment of organizational efficiencies and customer satisfaction.
• Demonstrated experience in analytical thinking, problem solving, communication, delegation, and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity.
• Experience successfully working with senior (C-level) executives.
• Provide digital marketing expertise to help clients find success using our industry-leading email campaigns, conversion-optimized websites, and/or multi-channel texting products.
• Proactively monitor and address customer concerns and opportunities through quantitative and qualitative channels, bringing new and fresh ideas forward to create client success.
• Build strong relationships by maintaining high levels of engagement and communication.