Customer Success Manager

Location: Remote
Job type: Full-Time

POSITION SUMMARY:

The Customer Success Manager at One Firefly reports to the Director of Strategic Partnerships & Programs and plays an integral part in supporting the successful execution of corporate program marketing campaigns. The ideal candidate is a creative team player who thinks critically, takes pride in their work, is highly motivated, enjoys learning, and tackles projects with diligence and passion. This person should also come to work with a positive attitude and be comfortable working independently from home.

What you’ll do:

• Provide consistent, ongoing, and proactive communication to clients before, during, and after their marketing campaigns; deliver a VIP experience


• Conduct outreach to dealers for program enrollment


• Schedule and conduct mid-point and end-of-campaign performance calls with clients; review and explain marketing metrics related to emails, paid advertising, landing pages, live chat, and other core marketing tactics


• Develop strong relationships with clients


• Gather feedback, testimonials, successes, and quantitative sales related to deployed campaigns


• Discuss and pitch One Firefly marketing solutions with the goal to convert first-time clients into repeat, core customers


• Field incoming campaign leads, speak with end-users to understand their needs, and practice organized calendaring to schedule consultations on behalf of clients (transition leads from “Marketing Qualified Leads” to “Sales Qualified Leads;”


• Notify clients when campaign leads are generated; proactively contact clients to gather information on lead outcome


• Assist with onboarding as needed


• Support manufacturer lead sourcing efforts; field leads captured on corporate site, disperse to clients, schedule consultation calls, and follow-up with clients on outcome


• Serve as the primary point of contact for clients enrolled in One Firefly’s manufacturer programs

What you’ll bring:

• Bachelor’s Degree in Business, Marketing, English, Communications or similar field strongly desired


• At least 4 years experience working in inside sales and/or account management in a marketing setting


• Proven track record of client relationship management


• Superior communication skills with proven proactive outreach and follow up


• Superior English language abilities


• Superior verbal and written communication skills, including strong active listening skills with exceptional spelling and grammar


• Experience working at a Marketing Agency preferred


• Experience analyzing and explaining marketing performance and metrics and serving as a consultant for marketing techniques and strategies


• Knowledge in basic principals around SEM, email marketing, social media production


• Experience optimizing marketing campaigns; providing key recommendations and insights


• Experience using Google Analytics


• Ability to thrive in a fast-moving environment


• Demonstrates winning customer service techniques such as empathy, patience, advocacy and conflict resolution.


• Demonstrates ability to manage multiple projects simultaneously, set priorities, organize, utilize resources, and meet deadlines through to completion


• Meticulous attention to detail


• Results-driven with a proven record of following through on commitments


• Proven problem solver that takes initiative


• Strong desire to grow within the organization


• Embrace an attitude of lifelong learning


• A team player who enjoys team collaboration


• Comfortable working remotely and on frequent video conferences (daily)

What we offer:
As a full time employee you would receive the following benefits:

• A remote-first culture that allows for flexible hours (Remote since 2015!)


• Health, Dental and Vision Insurance 100% covered! (Employee only)


• 10 Paid Holidays


• Paid Time Off that increases with tenure, plus 1 additional day for Volunteer work


• Simple IRA with company match (US Only)


• Bonus opportunities tied to clear performance metrics


• Professional Development Allowance


• Home Office Set-up in addition to our yearly Office Supply Funds


• Paid Parental Leave

Who we are:

One Firefly, LLC is an award-winning marketing agency that caters to residential and commercial custom integration and security markets. One Firefly is headquartered in Coral Springs, Florida with staff located throughout North America and has been operating since 2007.

At One Firefly we value people who are naturally high achievers with a growth mindset. So, even if you don’t 'check all the boxes' on this job description, BUT you are passionate about learning and growing yourself along with helping others around you, we encourage you to apply!

One Firefly embraces diversity and equal opportunity. We are committed to building a team that is diverse with a variety of backgrounds, perspectives and skills. We believe that through collaboration of various viewpoints, we have better ideas, leading to a better place to work with more innovative products and services to offer our clients.