Client Success Manager

Digital Envoy (DE) is the leader in geolocation and VPN data for over 23 years for customers in various verticals - Streaming Media, Ad Tech, Cybersecurity, E-commerce, and Data Analytics. Our core product IP address geolocation powers customers like Netflix, Hulu, Trade Desk, Paypal, AWS, Apple, and many others. Our VPN and Proxy data coupled with accurate IP address geolocation data helps companies determine malicious activity for threat intelligence, authentication, and digital piracy.  

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We are looking for a full-time Client Success Manager to support our international team. In this role,  you will support Digital Envoy’s Client Success team on multiple initiatives - whether it is addressing  inbound customer questions and coordinating with Engineers on technical issues or proactively reaching out to improve the client experience and ensure their satisfaction with our products. You will  become a product expert and collaborate cross-functionally with other teams including Marketing, Product, and Engineering.

This is a full-time position based in the United Kingdom. You will work remotely for the majority of the time and join our team periodically from a shared space in central London. 

WHAT YOU’LL DO:

• Empathize with the customer experience and serve as an internal advocate for customer needs and feature requests with Engineering/Product teams
• Measure and track account health to identify churn risk  in the CRM and partner with Sales and Marketing to create an engagement strategy for high-risk accounts
• Work to assess customers that have been lost or churned identifying reasons for churn and building a strategy to win customers back
• Develop a deep understanding of the product and assist with proactively engaging customers about the most relevant features/functionality to help them achieve their goals
• Contribute to the scalability of the Client Success team by developing and refining documentation and processes and aiding with any other special projects
• Help manage and address client inquiries that come in via email and phone calls. Coordinate cross-functionally with our Engineering team to troubleshoot technical issues (as needed) and keep clients informed throughout the process of bringing their tickets to resolution

WHAT WE OFFER:

• Competitive Salary & Bonus program
• Medical, Dental and Vision
• Paid Holidays & Unlimited PTO policy
• 401(k) with employer contribution match
• We value your input: make a real impact in a growing company!

About Digital Envoy:

In 1999, Digital Envoy introduced the concept of privacy-sensitive IP-based geolocation and IP intelligence. This technology allows businesses from ad networks to publishers, websites, retailers and more to harness the power of location and new intelligence about connected users for many mission-critical applications. Digital Envoy has three business units that address the unique needs of customers: Digital Element, which provides global geolocation data and services that bring anytime, anywhere relevance and context to online and mobile initiatives; Digital Resolve, which delivers cybersecurity solutions that proactively secure online accounts, information, transactions and interactions from login to logout and Outlogic, which allows companies in retail, real estate, and financial markets to develop disruptive tools built on a foundation of quality location data.

At Digital Envoy, we are excited about building a diverse team and creating an inclusive environment where everyone can thrive. All employees must be authorized to work in the United States. Digital Envoy provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Digital Envoy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

 WHO YOU ARE:

• Bachelor’s degree (required)
• 2-6 years of experience in a technology based customer success and support, account management, or other client-facing roles.
• Collaborative team-first attitude, high level of empathy for helping others, and passion for delivering customer delight
• Self-starter who takes initiative and demonstrates ability to work independently 
• Organized with a high attention to detail and excellent time management skills
• Strategic problem solver with ability to troubleshoot issues and drive execution for solving customer problems 
• Advanced verbal and written communication skills; ability to communicate credibly and professionally
• Excellent interpersonal and relationship-building skills
• Familiarity and/or desire to work in a startup environment
• Previous experience with CRM or ticketing systems (Salesforce and Zendesk are preferred)
• Basic understanding of geolocation technologies is a plus
• Experience with Customer Success Software (Gainsight/ChurnZero) is a plus