Thomas, a Xometry company, is a leading digital marketing directory and services company dedicated to helping industrial manufacturers enhance their online presence and grow their business. We connect manufacturers with the right audiences through our comprehensive directory and suite of digital marketing solutions. Our product and service suite is designed to help suppliers attract, convert, and retain customers in the industrial space.

As a Customer Success Associate, you will work with North American manufacturing companies to understand their needs, help them maintain their strategy to generate new opportunities, and retain the current customer base. The ideal candidate will onboard and ensure customer satisfaction of Thomas services while driving retention and growth. You will be a key point of contact for clients, helping them navigate our offerings, addressing their needs, and fostering long-term relationships. The ideal candidate is a problem solver who loves to engage with customers to ensure their success.

If you’re customer-focused and passionate about helping small and medium businesses grow, then we want to hear from you!

Responsibilities:

Client Onboarding:

• Guide new clients through the onboarding process, ensuring they complete their setup and understand and effectively utilize our platform and digital marketing services
• Conduct initial training sessions and provide ongoing support to ensure clients are fully equipped to leverage our platform and understand the value

Performance Monitoring:

• Monitor client account performance and usage metrics, identifying opportunities for improvement and proactively addressing potential issues
• Provide assigned clients with regular performance reports, insights, and recommendations to help them achieve their marketing objectives

Ongoing Engagement:

• Serve as the main point of contact for assigned clients, addressing inquiries, resolving issues, and providing solutions in a timely manner, consistently reinforcing how Thomas fits into their business operations
• Regularly communicate with clients to assess and address their needs, provide updates on service performance, and suggest enhancements or additional services
• Advocate for clients' needs within the company, working closely with internal teams (sales, product, marketing, and support) to ensure client satisfaction

Retention and Growth:

• Identify opportunities for upselling and cross-selling additional services to existing clients, and communicate that to appropriate contacts
• Collaborate with the sales team to renew contracts and expand client relationships

Qualifications:

• Bachelor’s degree required
• 2+ years of experience in a account management or customer success role with closing experience (B2B sales experience is preferred)
• Strong understanding of digital marketing concepts and tools
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
• Highly organized and detail-oriented, with the ability to manage multiple client accounts simultaneously
• Self-starter, problem-solving mindset with an inquisitive approach
• Ability to analyze data and provide actionable insights
• Basic project management and time management skills
• Prior HubSpot and Salesforce experience required
• Familiarity in programs such as Google Suite, Microsoft Office Suite, Zoom/WebEx/GoToMeeting
• Understand how technology products and services and solutions can solve business problems
• Coachability: you bring a growth mindset every day and feel excited to learn from your peers
• Commitment and curiosity to stay current with industry trends
• Able to work onsite 3 days a week

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