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Customer Success Manager

About FullContact

FullContact is the premier provider of SaaS-based identity resolution that empowers brands to improve their customer experience and authentically engage with consumers. FullContact’s leading position in the identity resolution space informs our thoughts and direction on privacy and consent issues as we are creating end-to-end solutions for brands, publishers, and platforms. Using a consumer-first approach with our product offerings, we aim to make relationships better and that starts with our employees. We offer excellent benefits for our teammates, including full medical and dental coverage, our famous “paid, paid vacation” and a generous stock option plan.  You’ll join an innovative, enthusiastic team whose hard work helped us achieve recognition from the API awards, MarTech Breakthrough awards, and inclusion on the Inc. 5000 list for fastest growing companies.

 

The Role

FullContact is seeking a Customer Success Manager with expertise in identity resolution and/or consumer/business data and how to utilize it to create value for our clients/partner channels. The Customer Success Manager will act as the client/partner channel advocate and trusted advisor for the Full Contact customer base.  Prior experience managing consumer data-oriented customer engagements is a must-have for this opportunity. This role reports to the Senior Director of Customer Success and is a key member of the Customer Success team. This role will collaborate with Sales, Marketing, Decision Sciences, Product Management, and Engineering.

 

Responsibilities:

  • Own positive customer success outcomes for a portfolio of clients/channel partners:  retention, expansion, customer advocacy, and overall customer lifetime value. Responsible for protecting and growing revenue for a book of business.

  • Strong relationship management skills with a proven record of building long-term partnerships.

  • Understand the customers/channel partners business and goals, while also developing a thorough knowledge of FullContact’s value proposition within this context.   Facilitate ongoing strategic client meetings to communicate and drive best practices, customer success and business results.

  • Serve as the account quarterback to FullContact’s customers/channel partners. 

  • Create and maintain account plans that drive towards renewal, product adoption, up-sell, and reference-ability. 

  • Successfully achieve Account Management Revenue and Retention targets.

  • Demonstrate a deep understanding of FullContact products and services, and how they map to client/channel partner solutions.

  • Project manage multiple, concurrent client/channel partner engagements (including onboarding) varying in complexity using an internal cross-functional team to flawlessly execute and deliver on solutions that deepen and expand the client/channel partner relationship.  

  • Own pricing and contract negotiations using skills that balance both the customer/channel partner and FullContact perspectives.

  • Manage customer/channel partner issues and escalations from initial report to resolution.

  • Provide direct client/channel partner and market feedback to shape product innovation and future product releases, and improve market competitiveness.

  • Partner with Sales in order to drive increased revenue through new business partnerships.

  • Determine process efficiencies to improve Department and Company productivity.

  • Live by and champion our cultural values: We Are Awesome with People; We Ship, Improve, Repeat; We Are Open, Honest and Constructive;; We Are Customer Obsessed; We Win and Lose as a Team; We’ve Got Grit.

Requirements:

  • Minimum 5+  years of Account Management and Professional Services, supporting an identity resolution/data-focused product platform.

  • Ability to travel up to 35%.

  • Excellent understanding of MarTech, AdTech, and Multichannel Marketing.

  • Strong communication skills, including both written and verbal.

  • Punctual and able to answer all emails and calls promptly.

  • Solution-oriented mindset, with strong problem-solving ability.

  • Strong project management skills to deliver complex solutions.

  • Proactive, goal-oriented, persistent, organized, and skilled negotiator.

All offers of employment at FullContact are contingent upon clear results of a thorough background check. FullContact is an Equal Opportunity Employer. FullContact does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

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