Global Customer Success Manager

Company Introduction

Founded in 2009, KKBC is a leading B2B tech marketing agency dedicated to inspiring brands through innovative strategies and creative communication. With services ranging from media planning and digital management to brand research and public relations, we operate across APAC, EMEA, and North America, offering significant career growth opportunities.

As a global, location-free company, we embrace the diverse cultural contributions of our teams across multiple countries, leveraging these perspectives to meet both local and international market needs. At KKBC, we value our team as our greatest asset and are committed to providing a dynamic environment where employees can excel and contribute to our mission of creating inspiring brands worldwide.

Role Introduction

We are seeking a dynamic and experienced Global Customer Success Manager to join our team. In this role, you will be responsible for fostering strong relationships with our clients, ensuring they achieve their desired outcomes, and maximizing the value of our services. You will serve as the primary point of contact for clients and work closely with cross-functional teams to deliver an outstanding customer experience.

Key Responsibilities:

1. Client Relationship Management

• Develop and maintain strong, long-term relationships with clients, understanding their business needs and objectives.
• Act as the primary point of contact for assigned accounts, ensuring timely and effective communication.
• Collaborate with clients to define their goals and develop tailored strategies that align with their business objectives.
• Create and implement account plans that outline key milestones and metrics for success.

2. Client Onboarding and Training

• Lead the onboarding process for new clients, ensuring they are set up for success with our products and services.
• Provide comprehensive training sessions to clients on how to use our advertising solutions effectively.

3. Project Management

• Oversee the end-to-end management of inbound marketing projects, from planning and execution to measurement and optimization.
• Work closely with sales, marketing, and product divisions to ensure client needs are met.
• Facilitate communication between clients and internal teams to ensure smooth project execution and delivery.

4. Team Management and Development

• Manage and mentor a team of customer success specialists, providing guidance and support to help them excel in their roles.
• Foster a collaborative team environment that encourages professional development and continuous learning.
• Set performance goals for team members and conduct regular performance evaluations, offering constructive feedback and recognition.
• Coordinate team activities and ensure resources are effectively allocated to meet client needs and team objectives.

5. Performance Monitoring and Reporting

• Regularly monitor client campaigns and overall account performance, utilizing analytics and reporting tools.
• Conduct business reviews with clients to discuss performance metrics, share insights, and adjust strategies as needed.
• Proactively identify and address any challenges or concerns clients may face, working to resolve issues quickly and effectively.
• Serve as an advocate for clients within the organization, ensuring their feedback and needs are communicated to relevant teams.

6. Customer Success Initiatives

• Develop and implement customer success programs and initiatives to enhance client engagement and satisfaction.
• Analyze client data and feedback to identify trends, opportunities for improvement, and potential upsell/cross-sell opportunities.
• Provide actionable insights to clients based on data analysis, helping them optimize their advertising strategies.
• Focus on client retention by building strong relationships and delivering exceptional service.
• Identify opportunities for account expansion and work collaboratively with sales teams to pursue upsell and cross-sell opportunities.

7. Industry Expertise

• Stay abreast of emerging marketing trends, technologies, and best practices.
• Share knowledge and insights with team members to help them stay ahead in their marketing efforts.

Qualifications:

• Minimum of 10+ years of experience in marketing, with a significant portion in management roles within high-quality marketing agencies.
• Bachelor’s/Master's degree in Marketing, Business, or a related field; advanced degree or professional certification preferred.Deep understanding of marketing strategies, with a strong track record in managing client accounts and executing successful marketing campaigns.
• Exceptional project management, communication, and client relationship skills; proven ability to lead teams and drive results.
• Strategic thinker, proactive problem-solver, and results-driven with a passion for delivering excellence.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to build relationships and influence stakeholders at all levels.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Proficiency in CRM software and customer success tools.

Job Types: Full-time, Permanent

Pay: ₹1,040,069.36 - ₹1,200,752.94 per year

Benefits:

• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Application Question(s):

• Can you join immediately?
• Please drop your expected CTC

Education:

• Bachelor's (Required)

Experience:

• Account Executive Manager: 10 years (Required)
• Customer Success Management: 10 years (Required)