Job Title Customer Success Manager
Level: Mid-Level
Location: Remote U.S.
Type: Fulltime
Experience: 2+ years
Start: Immediate
Language: Flawless business English
About Newzoo
Newzoo’s mission is to provide our clients with the best tools, data, and guidance to thrive in the games market. Driven by this, we have become a trusted partner for some of the world’s largest games, entertainment, technology, and media companies. We delight in helping them to navigate the ever-changing and -expanding field of gaming and esports. We have recently scaled up to 100+ people, working from offices and homes around the world. Our client base has scaled with us.
We are looking for a Customer Success Manager with a passion for games and digital media to join our Commercial Team in Amsterdam. The Customer Success manager is a critical component of Newzoo’s sustainable growth strategy. This is a great opportunity where you get to work with our valued clients and become their strategic and supportive partner.
You will nurture clients and own the onboarding process, the quarterly reviews and renewals for your client portfolio. You will proactively educate clients about our Newzoo Platform and where needed answer general questions about our data and services. You will identify, demo and help close upsell opportunities for our new services and support Account Managers with Key accounts.
Finally, you will be a source of improvement for the overall customer process. You will help spot areas of improvement and help implement changes to increase client efficiency.
Newzoo is looking for someone with an entrepreneurial spirit and motivation to control their own destiny. Equally important is your passion for the markets in which we are experts: games, esports, media and tech, and the disruptive trends that impact them.
Objectives of this role
- Own the entire relationship with assigned clients, including onboarding, training, adoption, retention, and satisfaction.
- Help identify and when possible close Upsell opportunities.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the internal teams.
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
- Maintain existing customer-success metrics and data as directed.
- Develop a thorough understanding of our products and service offerings to better service your clients.
Your Responsibilities
- Proactively manage the success of a portfolio of assigned Newzoo customers to deliver consistent value across the entire lifecycle
- Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability
- Advise customers on best practices to gain maximum value from our products.
- Consistently demonstrate knowledge of our platform best practices, stay up to date on trends in the industry, and operate as a Customer Success advisor for your customers, not only Newzoo advisor.
- Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct routine account performance planning and reviews.
- Become a Newzoo product expert for your customers and other departments at Newzoo; occasionally assist on Sales or Marketing calls/webinars as a CSM & Newzoo expert.
- Inform the future of the Newzoo platform through product feedback requests and proposals, both internally and customer-driven.
- Drive customer advocacy in the form of references, referrals, and case studies
- Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas.
- Actively participate in the evolution of Newzoo own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives
- Contribute towards the development of a strong team environment.
- Own the Buyer journey to ensure our customers are successful!
- Work closely with Account Managers to grow accounts.
Your profile
- Undergraduate degree (BA/BS) or equivalent work experience
- 2+ years’ experience in a client facing role as CSM or Account manager.
- A verifiable track record of customer retention and growth through passionate customer service.
- Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value.
- Energetic and self-motivated; a team player who is also a proactive and creative problem solver.
- Knowledge of and Strong interest in the gaming industry.
- Must be comfortable with learning at a fast pace and learning on the job.
- Ability to manage multiple priorities while maintaining strict attention to details.
- Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations.
- Working knowledge of a CRM.
Our offer
Be part of a fast-growing, ambitious, young, and energetic team with ample opportunities to grow within the company.
- Full-time job based remotely in United States with semi-regular international travel to our headquarters in Amsterdam (1-3 times per year)
- The ability to work directly with industry leaders helping to shape the future of games, hardware, media, and tech;
- Join a fast paced & fun loving company
- Personal Development Budget, opportunity and tools to develop your skills, apply your unique talents, and shape your future career;
- Be part of our unique team events, we love to spend time together, celebrate our success and do team building activities together
- Visit important games events, stay on top the market and emerge yourself in everything gaming
- Health benefits participation
- Mental benefits, we have a happiness coach that supports our mental well-being
- Pension plan, we contribute towards your future
- And more…
Interested?
Please upload your CV/resume and motivation letter explaining why Newzoo, what makes you perfect for this position and your quirks!