Client Success Manager
Do you love helping your customers do creative and exciting work, every day? Do you live at the intersection of technology and media, sports, or entertainment? At Tagboard, so do we, and we’re looking for an experienced customer success manager with a track record of working with a team to delight customers and help them do outstanding, creative work. If this sounds like you, we’d love to hear from you!
At Tagboard, you’ll work with a strong team of smart, driven, and fun people who come to work every day passionate about building a thriving SaaS business. Tagboard empowers media companies like NFL Network, sports organizations like the Golden State Warriors, major brands like Amazon, and events like Zedd’s Concert Tour to search every major social network for the best content and then display the most compelling pieces for storytelling across broadcasts, arena/stadium screens, mobile apps, and websites.
What you’ll do high level:
We are looking for a person who brings passion, proven results, a positive attitude, and a general knowledge of the SaaS or social media industry, with a side of media, entertainment, or sports experience (or the ability to learn it, fast). This individual will come to the table with ideas to help grow customer adoption, manage multiple accounts without dropping the ball, and have the ability to work both independently and with stakeholders to make those ideas a reality. Tagboard currently serves over 1.8B impressions every month for content used by thousands of media companies, broadcasters, sports teams, and events.
The ideal candidate has a history of building an account book of customer advocates who love working with you and become experts in the products they use. In this role, you’ll be expected to meet retention goals and customer satisfaction goals. You will report to Tagboard’s SVP of Strategy.
What you’ll do on a day to day:
- You will build relationships with assigned clients, which includes: Onboarding, increasing adoption, ensuring retention, ongoing training & support, deployment of new features, and maintaining client satisfaction.
- You will create and establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our products and services.
- You will develop, prepare, and nurture customers for advocacy.
- You will work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- You will provide remote and/or on-site production services for key enterprise clients.
- You will work closely with Account Executives to identify and/or develop upsell opportunities.
- You will also work closely with Account Executives to provide technical demos and brainstorm innovative ideas for potential enterprise partners.
- You will advocate client needs/issues cross-departmentally.
- You will program manage account escalations.
- You will contribute to the Services on-call support rotation, which may include time on weekends and outside of traditional working hours.
You are a great fit if:
- You have 2-8 years of prior experience in Client Success, live or digital production.
- You are passionate and have worked in sports, media, or entertainment and understand that working with some of the coolest properties in these industries may mean support at odd hours. So you’ve got an energetic willingness to roll up your sleeves & do whatever it takes.
- You have proven ability to drive the continuous value of our product(s).
- You are familiar with working with clients of all sizes.
- You are detail-oriented and analytical.
- You thrive in a startup environment, embrace ambiguity, and are self-motivated to create and drive programs with a high level of autonomy.
- You are an expert communicator who can collaborate effectively in a remote work environment.
- You play well with others, and you are known for having a high level of integrity. #NoJerks
- You are a great listener who likes to understand the problem to help devise a solution.
- You excel in networking, presentations and are relentless with follow-through.
- You understand media and production workflows, and have experience creating engaging, interactive content.
It would be even greater if you have:
- A bachelor's degree in sports management, business administration or equivalent experience
- Work experience in broadcast, production, content, and/or publishing
- Proficiency using Google Documents, Slack,and Hubspot
- Flexibility to travel 30%, but also exceptional at remote presentations
- Familiarity with design tools such as Photoshop, basic design, and CSS (or the ability & openness to learn it!)
Compensation Range for role: $70,000 to $110,000 annually
