Customer Success Manager

Summary

Join Brafton, a leading content marketing firm, as a fully remote Customer Success Manager based in Jamaica! In this full-time contractor role, you will be the primary point of contact for Brafton clients, ensuring a high-quality experience. You'll manage account and project execution, consulting on custom content strategies to drive client growth. This cross-functional role requires collaboration with various teams and demands exceptional organizational skills and communication abilities. Success hinges on your ability to manage multiple initiatives, provide timely feedback, and build strong client relationships. You will also be responsible for platform onboarding, training, and support.

Requirements

• Excellent English composition skills
• Excellent written and verbal communication skills
• Knowledge of the evolving digital marketing landscape
• Technical knowledge of multiple email marketing platforms

Responsibilities

• Serve as clients' primary point of contact
• Coordinate the set up of prospect accounts for platform sales demos
• Create and maintain client-facing delivery schedules
• Schedule and lead weekly, bi-weekly, or monthly client check-ins
• Work with the production teams to ensure that all tasks and deliverables are created on time and on brief
• Build exceptional product knowledge and a deep understanding of our production processes
• Collaborate with Brafton's sales and client experience directors to sell the next strategy to our existing clients, as well as drive upsells of additional platform users
• Ensure that content or strategy issues are escalated and resolved quickly and effectively
• Create and set up Lookerstudio (previously Datastudio) reports for clients
• Provide clients with consultative advice on best practices and best practices with platform project structures, and the processes being reflected in platform projects
• Review all work - editorial, design and video - before it's delivered to our clients
• Give the green light when work is on-brief and ready for client review, or provide actionable and timely feedback to our creative production teams if additional adjustments are required
• Provide hands-on onboarding, training, and support to new and existing users of the Brafton Content Marketing Platform

Preferred Qualifications

• Bachelor’s degree
• Minimum 1-2 years of relevant work experience

Benefits

Fully remote, full-time contractor position