As the Director of Partner Success and Growth, you will be working to execute a variety of programs dedicated to growing and retaining our mid-tenure customer base. Focusing on some of our key areas of retention leveraging a data-led health model to improve our Premium package customer retention, growth, and retention improvements within our indirect customer base, as well as an upsell and cross-sell expansion strategy. As the accountable owner, you will ensure a variety of programs are operating and close the loop on analysis and feedback. This is a highly cross-functional role. This role requires collaboration across different teams and requires a curious and driven individual who excels at a specific task, works independently, and is a strong communicator. Familiarity with SMB customers is critical, and knowledge of Constant Contact's products is a strong plus.
What youβll do:
- Manage end-to-end execution, iteration, and closed feedback on identified programs
- Maintain cross-functional solid relationships to ensure both proper execution of programs as well as delivery of learnings across the organization
- Drive efforts to meet and/or exceed retention and success KPIs associated with identified programs
- Maintain and deliver proper feedback channels across the organization for both existing programs and new potential programs
- Manage a small team of upsell marketing experts tasked with upgrading our customer base packaging
Who you are:
- 7+ years in a customer success-focused role (sales, operations, marketing)
- Recent experience owning and delivering on programs or tests
- Experience working in a high-velocity and fast-paced environment
- Strong understanding of SMBβs, who they are, and verticals within
- Thorough knowledge of Constant Contacts suite of tools, features, and services
- Strong passion for helping small businesses succeed
- Strong knowledge of small business marketing concepts and social/digital marketing best practices
- Track record of meeting or exceeding goals and a solid customer focus
- Strong ability to develop and present slide presentations
- Solid understanding of internal tools and resources, including Microsoft and GSuite required; proficiency with tables, graphs, formulas, rules, and pivot tables preferred
- Experience with Salesforce Reporting, Gong, and Tableau systems preferred
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Constant Contact
A company that empowers business owners, entrepreneurs, non-profits and individuals to grow online.
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