Job Details
Qualifications
- Account management
- Bachelor of Science
- Bachelor's degree
- Communication skills
- Google Docs
- Microsoft Excel
- Software troubleshooting
Benefits
- 401(k)
- 401(k) matching
- Health insurance
- Vision insurance
Job Description
True Anthem is a VC-backed AI software company that has pioneered the use of artificial intelligence (AI) to help digital publishers intelligently automate and optimize the sharing of content to social media platforms. Our clients include the world’s most prominent media companies such as ABC/Disney, NBC, FOX, CBS, Dotdash Meredith, Associated Press, and Reuters.
This is a unique opportunity to join a fast-growing company on the ground floor. The right candidate will be instrumental in providing value to our clients while shaping the direction of our product and business.
As a member of the Customer Experience team, you’ll report to the Sr. Manager, Customer Experience. You’ll be responsible for onboarding new clients, developing customer relationships that promote retention and loyalty, and helping clients achieve their social media goals and KPIs using the True Anthem platform. In addition, you will be instrumental in helping build the future of our customer experience.
The role requires prior experience in a customer success/account management role (previously at a SaaS company) and/or digital publishing (either working for a digital publisher or as a social media manager).
Responsibilities:
Lead client onboarding process and implementation
Manage day-to-day relationships with clients to promote retention and loyalty
Conduct weekly, quarterly and/or annual customer success meetings with clients
Gather feedback from customers, analyze customer data to identify best practices, and help customers best utilize the True Anthem platform to achieve their business needs, goals, and KPIs
Ensure client issues are resolved proactively
Manage multiple projects simultaneously with a focus on attention to detail
Responsible for educating customers on the capabilities of the True Anthem platform to promote usage and retention
Learn True Anthem’s product offering, inside and out
Collaborate closely with internal, cross functional teams including, Customer Success Operations, Strategy & Insights, Marketing, and Sales teams
Create processes that optimize the customer experience
Maintain a positive attitude & professionalism at all times
Qualifications:
At least 3 years minimum experience in a customer success/account management role (previously at a SaaS company) and/or digital publishing (either working for a digital publisher or as a social media manager)
BA/BS degree required
A strong understanding of the customer success, digital media, marketing, and/or sales industry
Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences
Ability to interpret data then translate into insightful and actionable narrative
Experience building strong customer relationships
Accountability, attention to detail, and personal organization are essential
Self motivated with the desire and ability to learn + adapt quickly
Web/tech savvy a must
Technical skills required, as they relate to the use, understanding, and advocacy of True Anthem’s product/services.
Deep understanding of customers concerns and feedback regarding the use of products, and the ability to troubleshoot as needed or communicate
Ability to teach and learn from other team members
Prior experience using helpdesk software, such as Zendesk
Proficient in Google Docs/Sheets/Slides, Excel, etc
Benefits and Work Environment
This is a full-time, remote position (Atlanta, GA preferred)
We offer competitive salaries, equity, full healthcare benefits (Medical PPO, Dental, Vision), 401K matching, and a generous vacation policy.
This is a remote position.