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Customer Success Manager (SaaS)


This is a Full-time position in Atlanta, GA posted March 29, 2021.

About Usn n IZEA Worldwide, Inc.

(“IZEA”) is a marketing technology company providing software and professional services that enable brands to collaborate and transact with the full spectrum of today’s top social influencers and content creators.n nThe company serves as a champion for the growing Creator Economy, enabling individuals to monetize their content, creativity, and influence.

IZEA launched the industry’s first-ever influencer marketing platform in 2006 and has since facilitated nearly 4 million transactions between online buyers and sellers.n nLeading brands and agencies partner with IZEA to increase digital engagement, diversify brand voice, scale content production, and drive highly-measurable return on investment.n nWe have launched two new software platforms this year (Shake® and BrandGraph®) and we are seeking a new member to join our Customer Success team as we embark on our next stage of growth.n n Mission of Customer Successn n The IZEA Customer Success team is responsible for the post-sale customer journey across IZEA’s enterprise software and self-service platforms.

As experts in IZEA’s technology and service solutions, our mission is to ensure our customers, whether they be brand marketers or Creators, find value in their interactions with us and continue to renew and grow as IZEA customers.n nIZEA is headquartered in Orlando, Florida, though the company is currently 100% remote due to COVID-19.

Candidates must be very comfortable with a remote workforce, as all Customer Success personnel are currently 100% remote and living in different cities.n nDue to this being a work-from-home opportunity it is posted in multiple locations, however, there is currently only one opening.n nCustomer Success Manager (SaaS) Responsibilitiesn nAs a Customer Success Manager (SaaS), you will report to the Director, Customer Success, and collaborate primarily with Account Executives (Sales) and other members of the Customer Success team within the software as a service (SaaS) business unit.n nYou will be instrumental in driving success throughout the SaaS customer journey, beginning with onboarding, and continuing with adoption, usage, value recognition, and advocacy.n n Your core objectives and responsibilities will include:n Positively contributing to IZEAx® Unity Suite SaaS licensing and marketplace spend goals to increase users, retain users and increase bookings Owning the consultative, post-sales customer success journey for an assigned list of customers Collaborating closely with counterparts on the Account Executive team (SaaS Sales) to eliminate risk attribution and to drive utilization with a focus on time to first value Serving as a final escalation point for your assigned customers and executing success plans associated with raised conflict Effectively identifying potential upsell opportunities and communicating them to the sales team Being an expert in IZEA’s full suite of technology and service offerings, including IZEAx® Unity Suite, Influencer Discovery Tool, BrandGraph®, and Shake®, with a focus to define and execute success plans for your IZEAx® Unity Suite customers Strategically engaging customers to accelerate the adoption of existing and new solutions and to support activities that deliver the best return on your customers’ investment within the shortest time frame Providing ongoing world-class customer success experiences, averaging Diligently maintaining customer data and interactions in CRM, communicating your forecasts, process, status, and proposed solutions in a clear, concise way Advocating for customer’s needs and providing strategic feedback to internal teams on how we can better serve our customers Identifying successful customers and turning them into advocates, measured by participation in reference calls and case studies Collaborating with teammates to provide customers with valuable content and resources to support them throughout their customer journey Assisting with streamlining of systems and processes to further enhance automation and efficiencyn n Experience, Qualifications & Requirementsn 3-5 years as a Customer Success Manager for a SaaS company (ideally b2b SaaS) Experience working successfully with SVP-level executives at customers (e.g.

VP Influencer Marketing, Director PR, Sr.

Manager Social Media) Proven track record of successfully executing against key performance indicators and revenue goals for a SaaS company Engaging phone & video presence: enthusiastic and high energy, but also poised, confident, and extremely professional A natural collaborator and strategic problem solver, who flourishes in a high-growth environment Proven project management skills and ability to use data to guide decision-making and resource allocation An innate sense of accountability with a strong bias for action An unwavering positive attitude with expert ability to quickly build trust and gain consensus across multiple cross-functional teams internally and externally Thorough knowledge of modern marketing techniques, workflows, and best practices Passionate and dedicated approach to understanding customers’ needs and ensuring they realize the full value of their investment in SaaS technology Proficient with CRM, reporting, and presentation tools including Salesforce, HubSpot, Google Workplace, and Apple productivity applications (Keynote, Numbers, and Pages) Bachelor’s degree or equivalent work experience and educationn Measures of Success for this Position:n Increasing the number of active users within your IZEAx® Unity Suite customers Increased Retention rate for your IZEAx® Unity Suite customers Increased Marketplace Spend for all IZEAx® Unity Suite customers NPS and Customer Health Scoringn Why would you want to work here?n nThe act of hiring is not simply to up the headcount or to fill a seat quickly.

When we hire at IZEA, it’s to add to our strong existing roster of talent and choose the right individual to impact, collaborate, commit, inspire, and grow alongside our tenured teams.n nIZEA has been ranked a ‘Top Place to Work’ by the Orlando Sentinel for the past 4 years and has been recognized as a Deloitte “Fast 500” honoree for the past 2 years.

We take great pride in creating a positive work environment for all our employees
– from our investment in team member ongoing education, to the ability to influence real change across our business
– we are dedicated to your long-term growth and success.n nAt IZEA, you have an opportunity to make an impact on a global scale.

IZEA connects leading brands with a network of over 850,000 opt-in creators ranging from YouTube stars to mommy bloggers and everyone in-between.

We are the pioneers fueling the democratization of information, entertainment, marketing, and commerce.

Our platforms fuel the burgeoning Creator Economy, filled with the next generation of artists, poets, filmmakers, photographers, thought leaders, comics, actors, and musicians.

What you do here will impact hundreds of thousands of people directly and influence the actions of millions more.n nWe provide an open, flexible workplace that welcomes people from diverse backgrounds and viewpoints.

IZEA places value on action and results.

We seek individuals that thrive in a challenging and fast-evolving work environment.

While the company is over 14 years old, our executives remain active player-coaches –
– they roll up their sleeves and get their hands dirty by working side-by-side with our team members across all levels of seniority to accomplish our common goals.

IZEA is focused on promoting an inclusive environment and is proud to be an equal opportunity employer.

We celebrate the different viewpoints and experiences our diverse group of team members bring to our company.n nIf you are the very best at what you do and seeking an opportunity to attack the “never been done before” with a passionate team of dreamers and doers, we encourage you to apply.nCalifornia residents, please follow this link to view the types of information we may gather from California residents who are applicants, employees, or contractors of IZEA, and how we use such information.n nPowered by JazzHRn nSoYxhrU6xy

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