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TRAACKR




11d

Customer Success Director

TRAACKRNew York, NY, USA, Remote

TRAACKR is hiring a Remote Customer Success Director

Company Description

Traackr is a global technology company with offices in San Francisco, New York, Boston, Paris and London. Our influencer marketing platform enables brands to find, manage and analyze their influencer programs across all major social media channels.  Our clients include  L'Oréal, Samsung, Riot Games, Revlon and Google.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and lifting their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team!

Job Description

The Customer Success Director will join our CS team in Europe/US:

  • To directly execute our customer success strategy with our global and most complex clients, coordinating activities across multiple client and Traackr teams to deliver exceptional client satisfaction and account growth

  • To support our local CS team on complex projects or implementations and provide local mentorship

  • To play on active role in our global customer management and product strategy by providing realtime input into the company strategy to optimise client success

Concretely:

As a Customer Success Director you will own the successful implementation of Traackr within our global customers based in Europe/US, in particular L’Oréal. This means 

  • Setting the implementation strategy and monitoring adoption in collaboration with the Traackr’s Client Partner for your accounts

  • Agreeing directly with our clients on annual targets and implementation plans

  • Engaging directly with multiple client teams to optimise the use case for Traackr and maximize the adoption of the platform

  • Leading the implementation of new projects or features with your portfolio

  • Coordinating activities with client teams across multiple geos or divisions

  • Coordinating Traackr CS teams globally in order to deliver the agreed strategy at global level

  • Being able to step-in as a product expert if needed to train users on specific functionalities

  • Collaborating with other Traackr teams such as Client Partners, CS Operations, Professional services or our Product team to optimise client satisfaction and resource efficiency

  • Providing timely feedback on the client needs, satisfaction and expectations to the organisation in a view to optimise retention

  • Driving quarterly account reviews in collaboration with the Traackr Client Partner

  • Identify possible expansion opportunities in collaboration with the Traackr client partner

 

As a senior member of the team, we will also expect you to provide support and coaching to the wider CSM team based in Europe/US in collaboration with the Global head of CS, including

  • Supporting complex implementations in collaboration with the dedicated CSM

  • Becoming a point of reference for local team members on specific client or tech questions

  • Leading by example locally on company processes and great account and project management skills

  • Contributing to the ongoing improvement of our resources and processes globalling in collaboration with the Head of CS and CS Ops director

 

The Customer Success Director report to the VP of CS based in the US

Company policy is remote first but we value candidates based in one of our clients hubs - London, Paris, NYC

The core KPIs for success for the role will include; 

  • Client satisfaction 

  • User adoption and implementation of core Traackr features

  • Gross and net retention

 

Year 1 core objectives

 

  • Continue improving productivity and efficiency in our support and training processes. This includes growing the impact of the Academy (better scope coverage, higher take up  and completion rates)

  • Continue to refine our implementation processes inline with the plan for this role

  • Contribute to the upskilling of the CSM team. Grow existing members into a CS lead capacity (esp in Europe)

 

Qualifications

Expectations for the role

  • 10 years experience in a client facing roles - either in Sales or Customer Management function

  • Past successful experience in the Saas industry - preferable in the Sales & Marketing (Marketing Tech, Brand tech)

  • A good understanding of social networks and their impact of brand communication

  • Experience in managing or working within complex organisations, involving multiple stakeholders and cross functional teams in an international environment

  • Strong project management skills

  • Fluent English - French is required for the Europe role

Additional Information

All your information will be kept confidential according to EEO guidelines.

 

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+30d

Customer Support Specialist

TRAACKR12 Robinson Rd, Singapore, Remote

TRAACKR is hiring a Remote Customer Support Specialist

Company Description

Traackr is a global technology company with offices in San Francisco, New York, Boston, Paris and London. Our influencer marketing platform enables brands to find, manage and analyze their influencer programs across all major social media channels.  Our clients include  L'Oréal, Samsung, Riot Games, Revlon and Google.

We have fostered a culture that empowers our team to spend every ounce of energy towards solving our customers’ problems and lifting their businesses through influencer marketing. It’s our method that tames the madness. Come join our incredible team!

Job Description

Traackr is looking for Customer Support Specialists to join our Customer Success Team. The Customer Support Specialist will be responsible for supporting customers and their use of the Traackr application. We aim to deliver a best-in-class experience for every customer, at every touch point to ensure they can get the best value from the Traackr platform.

As a Traackr Customer Support Specialist, you’ll need to be comfortable interacting with users via online chat, email or video calls. You will know how to manage  requests from Customers and identify the ways our technology or Customer Success teams can help them achieve their objectives. As the first line of support to users, you will play a critical role within our wider Customer Success and Account Management teams. Your insights into Customer demands and possible feature improvements will also give you the opportunity to play a key role in informing our product roadmap. This is a new role at Traackr ensuring you’ll also have a significant impact on the evolution of the Customer Support team.

Traackr also offers a self-service training platform for onboarding. We have developed extensive help content and a complete online training academy for our users. Our online support service enables users to access Traackr’s expert resources in case they have any specific questions or need guidance in their day-to-day use of the platform. The Customer Support Specialist will be able to assist in the creation and development of new resources including on-line help posts and training content.

 A top-notch Customer Support Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

What you’ll do:

  • Provide timely and efficient solutions to users through our support interface
  • Support account administration and the set-up of customer accounts and projects
  • Maintain a helpful and professional manner at all times
  • Contribute to creating content for our help and online training tools
  • Understand our product and services in enough detail to provide the most expert guidance to users
  • Liaise with internal teams (data, engineering) to escalate and resolve customer issues
  • Partner with Customer Success Managers and the Operations team to adapt our service level to reflect our company strategy
  • Identify common problems, obtain and share customer feedback so that the product can be improved; your own contributions and suggestions will be important
  • Establish, measure and monitor customer support KPIs and metrics to track team goals and drive operational efficiency
  • Partner with the CS Operations Lead to improve current support processes

Qualifications

The ideal candidate for this role:

  • This role is a unique opportunity for a new graduate; Bachelor degree in marketing or business preferred
  • Fluent in English and (business level) Japanese preferred. Other languages, with emphasis on Korean or Thai, a plus
  • Demonstrated experience in customer service and is passionate about the customer experience
  • Previous experience working in the SaaS, Marketing, Communications, or Client Services is welcome
  • Good analytical skills and the ability to work with data
  • Excellent written and verbal communication skills both internally and externally across multiple geographies. Ability to understand your audience and adjust communication style accordingly. 
  • A deep passion for technology and enjoy getting into the weeds of products
  • Ability to make complex topics simple to understand
  • A fast learner who is detail-oriented and self-motivated
  • Collaborative and team-oriented mindset
  • Self-starter who loves to seek out problems and solve them
  • Added benefit for previous customer service, sales, or retail restaurant experience
  • Based in Singapore.

Additional Information

All your information will be kept confidential according to EEO guidelines.

 

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+30d

Director of Demand Generation

TRAACKR11 Park Pl, New York, NY 10007, USA, Remote
B2CB2B

TRAACKR is hiring a Remote Director of Demand Generation

Company Description

Traackr is an influencer marketing platform serving an impressive customer roster including L’Oreal, Shiseido, Samsung, Cartier and more. You will be joining a growing technology innovator with an all-star team spread across the globe. 

 

As a marketing team, we thrive on collaboration and openness. You’ll be running operations alongside a team that respects process, planning and data. Your future teammates include excellent content creators, event planners, PR pros, product marketers and one amazing brand designer. 

 

Our team spans the U.S. and Europe, yet despite the time differences, we connect, communicate, and collaborate really well. While each member of the team has a unique specialty, we all contribute to strategy and we all roll up our sleeves to get the work done. We push ourselves to do great work and we look out for each other. We are not a “stay in your lane” team, we are an “all hands on deck” team.

Job Description

As Traackr's Director of Demand Generation, you will be responsible for the strategy and execution of marketing programs for our target accounts that generate and nurture leads across channels with the ultimate goal of creating pipeline. You will collaborate closely with the Sales Development team and with your peers in marketing and sales to run effective and creative campaigns. We're looking for someone with experience in designing account-based programs for SaaS companies, a track-record of meeting pipeline generation goals, and a collaborative work style. As is the case for our entire team, one day you’ll wear your strategy hat, the next day you will be in the weeds of getting work done.

What you will do:

● From our ICP, account segments and personas, develop and orchestrate creative demand generation programs that build awareness, generate leads and engage our database.

● Ensure programs are tailored to our account segments and key geographical markets (U.S. and EMEA).

● Develop creative, engaging and integrated paid and organic programs, in collaboration with content marketing to generate new logos and cross-sell pipeline.

● Mentor several sales development representatives in the U.S. and Europe, refining operational processes, developing playbooks and coaching the team to hit their targets.

● Improve operational processes and reporting related to demand generation programs to measure effectiveness, performance and ROI of marketing spend.

Qualifications

Skills we’re looking for:

● Demonstrated experience in demand generation with B2B SaaS organizations.

● Experience working closely with a sales development representative team.

● Master at developing, executing, and measuring innovative and results-focused demand programs and campaigns.

● Strong analytical ability, specifically related measuring programs and ROI.

● Proven ability to work closely with content marketing and product marketing to ensure you have the assets you need to run successful programs.

● Exceptional project management skills and superb attention to detail. ● Hands-on experience with marketing automation and CRM systems (we use Pardot and Salesforce.com).

● Experience marketing to marketers, especially B2C marketers in the beauty, fashion, lifestyle sector is a plus.

● French language skills are also a plus, but not essential.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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