Customer Experience Manager
Madgicx is a fast-growing SaaS MarTech company in the online marketing space! We offer the world’s first all-in-one solution to better track, analyze, build, automate, and optimize ads across Facebook, Instagram & Google. We improve the quality of life for marketers by saving time and making their advertising budgets more profitable. Over the past few years, Madgicx grew from 0 to a 100 million dollar company, and today, we are proud to serve international brands of all sizes and some of the biggest agencies in the world. Now it’s time to drive the transition from a Start-up to a Scale-up. Join us and take your part in building a world-class product in the rapidly growing Advertising Technology space!
We are searching for a Customer Experience Manager who will play a key role in ensuring the satisfaction and success of both new and existing customers. Tasked with overseeing a diverse portfolio of customers, this role revolves around cultivating strong relationships and ensuring that each customer extracts the utmost value from the Madgicx Software.
Work type: full-time, remote.
What you will be doing
By closely collaborating with customers, the Customer Experience Manager will gain insights into their unique needs and objectives, subsequently devising tailored strategies to facilitate their success journey. Furthermore, they will serve as a vital conduit between customers and our Research and Development team, effectively conveying market dynamics and client requirements to drive continuous product enhancement and innovation.
Key Responsibilities:
- Act as the primary point of contact for a portfolio of clients and ensure their satisfaction with our services
- Understand clients' business objectives and develop customized solutions to help them succeed
- Collaborate with cross-functional teams (product, marketing) to ensure that customers' needs are met
- Provide training and support to clients on how to use our platform and optimize their campaigns
- Monitor clients' campaigns and provide regular performance reports and recommendations for improvement
- Identify and communicate upsell and cross-sell opportunities to customers
- Monitor customer usage and adoption of the product, and identify opportunities to drive engagement and retention
- Prepare and present regular reports to customers on the value they are realizing from the product
- Assist with onboarding and training of new customers
- Constinty reporting your portfolios metrics
- Stay up-to-date on the latest trends and best practices in eCommerce Facebook advertising
What you will bring to the table
- 1+ years of experience in customer success, account management, sales or a related field
- Knowledge of the eCommerce industry
- Strong communication and interpersonal skills
- Excellent computer skills and tech savvy
- Positive ‘Can Do’ attitude
- Ability to think strategically and solve problems creatively
- Bachelor's degree in a relevant field (e.g. Business, Marketing) a plus
- Knowledge of Media Buying a plus
Working Hours & Business Days:
Our standard working hours are Monday to Friday, from 9:00 to 18:00 in the GMT+3 time zone, with the possible need to work in the evening 1-2 times a week.
If you are ready to embark on this exciting journey with us, we will be happy to welcome you on board!