Customer Success Manager

Who We Are: At Brandlive, we’re building the webinar and video broadcasting platform for enterprise. Have you ever noticed that most webinars, town halls, or even key events can feel a little dull? And decades behind what we watch on social media or streaming apps? We’re here to change that. So we asked ourselves “What if work content could look and feel as engaging as Netflix or HBO? And what if anyone could make it?” That’s why Fast Company named Brandlive a 2021 top 50 most innovative company in the world. We’re a small team that cares about collaboration, encourages curiosity, celebrates technical excellence and is driven by careful attention to detail and planning for the future. We believe that diversity in perspectives and experiences are key to building great technology and a thriving team. Role Description: As a Customer Success Manager at Brandlive, you will play a pivotal role in enhancing client relationships and driving successful business outcomes. Your primary responsibilities include developing and executing strategic account plans, maintaining and renewing a portfolio of strategic accounts, and addressing client issues with a proactive and consultative approach. You will collaborate closely with both internal teams and clients to ensure high-quality service delivery, problem resolution, and alignment with client business goals. This role demands a proactive and solution-oriented mindset, with a strong focus on client satisfaction, relationship management, and continuous improvement. Key Responsibilities: Customer Success Management Function Execute a variety of client engagement functions in order to improve client capabilities and overall client relationships, and to support successful fulfillment of client business goals and outcomes; while ensuring adherence to established company and departmental policies and procedures Client Engagement & Strategy: Develop and implement strategic account plans to support client business goals, including Get-Well Plans, Remediation Plans, and Executive Business Reviews (EBRs). Maintain and renew a portfolio of Brandlive accounts, driving growth through renewals, upsells, and new opportunities to achieve annual quota Issue Resolution & Problem-Solving: Proactively address and resolve client issues by coordinating with internal stakeholders and implementing remediation plans. Analyze client program performance to offer consultative advice and ensure timely resolution of problems Client Satisfaction & Relationship Management: Build and maintain strong client relationships by scheduling weekly/monthly standing meetings, hosting EBRs, and providing exceptional service. Keep up-to-date with client business goals and provide feedback on improving service levels. Internal Collaboration: Partner with internal teams to align on client business goals, address concerns, and manage revenue-impacting issues. Ensure effective communication and coordination across departments to enhance service delivery. Continuous Improvement: Stay informed about industry best practices and client success strategies. Provide feedback and recommendations for process improvements to reduce recurring issues and enhance client satisfaction. Problem Resolution Proactively oversee the activities involved in quality resolution of problems related to area of responsibility Respond with a sense of urgency to problems escalated by client or internally Escalate to management any situation outside the employee's control that could adversely impact the services being provided Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met Ensure quality resolution and thorough and accurate documentation of issues Provide analysis and feedback to management and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems Participate in creating, administering, and continuously updating procedures for resolution of all related issues Client Satisfaction Establish an excellent working relationship with assigned clients and continuously strive to improve the level of overall service that Brandlive is providing Schedule and host standing weekly / monthly client meetings in order to identify issues and make recommendations on how to eliminate future occurrences Proactively schedule, quarterback and execute quarterly client Executive Business Reviews (EBR’s), ensuring all internal and external coordination and leveraging cross-departmental contributions Serve as a client advocate for quality and delivery of service, ensuring all client or internal issues are followed through to resolution in a timely manner Maintain current and up-to-date knowledge of clients’ business goals, KPI’s, and OKR’s to ensure successful client business outcomes are achieved Escalate to management any situation outside the CSM's control that could adversely impact the service provided to the client or the clients overall success in using Brandlive products. Provide feedback to management when client expectations appear to be unreasonable or unrealistic and recommend feasible solutions Identify any obstacles to providing the highest quality customer service and communicate constructive feedback to management Client Relationships Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service Brandlive is providing Proactively offer consultative advice to management, detailing how program may be enhanced Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client's expectations Perform usage reconciliation and quality review of services working sessions with client at desired cadence Perform regular product release notes review sessions with client to ensure their level or product knowledge is maintained and raise awareness of new feature /functionality Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures Identify trends indicating the need to revise existing methods and procedures Team Interface/Customer Service Establish and maintain a professional relationship with internal/external customers, team members and department contacts Work effectively with team members across the organization to meet goals or complete tasks Qualifications: Bachelor's degree with a preferred course work focus in business administration, communication, project management, marketing, or another related field required. Equivalent work experience in a similar position may be substituted for educational requirements Minimum 4 years increasingly responsible customer service, account management or client development experience required, including providing service to enterprise level clients Minimum 2 years experience in preparing various business analyses preferred (e.g., Account Plans and Scorecards, SWOT analysis, Communication Plans, EBR's, etc.) Minimum 2 years experience being a project lead preferred Intermediate knowledge of Word, PowerPoint, and Excel required Ability to travel to clients. Travel opportunities would consist of roughly 10% of your time Brandlive Inc. is an equal opportunity employer dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other characteristic or status protected by law. Brandlive will conduct a background check on final candidates following a formal offer of employment as a condition of employment. We will consider qualified applicants with arrest and conviction records consistent with applicable law.