Customer Success Specialist

Skyword moves brands – and their content – forward. By embracing a sustainable, scalable approach to original storytelling, Skyword liberates brands from ineffective marketing practices and inspires them to create deeper connections with their customers. With a powerful combination of enterprise-class technology, authentic voices, and professional services, Skyword propels clients’ content marketing programs to new levels of excellence.

Skyword is seeking an energetic, self-starter to support customers who have licensed the Skyword platform to power their content marketing programs. The Customer Success Specialist work with their Director to oversee a portfolio of clients and ensure each client is fully trained on the Skyword platform and set up for success. By joining Skyword, you will have the opportunity to be an integral part of a fast growing organization with significant opportunity for advancement

• Work with the Director, Customer Success to support and grow a portfolio of clients licensing the Skyword platform
• Learn and master all aspects of the Skyword platform
• Train clients on the Skyword platform and content marketing best-practices
• Configure content marketing programs to address client challenges
• Monitor and oversee clients’ usage of the Skyword platform and encourage adoption of all Skyword features
• Educate the client on feature enhancements and evolution of the Skyword platform
• Identify opportunities to expand the client relationship and drive contract renewals
• Build solid client relationships
• Work internally, across departments, to deliver compelling solutions for our clients

Requirements:

• Position is based in Boston; occasional travel required
• Bachelors degree or equivalent
• 1-3 years of client management
• 1-2 years of SaaS or technology experience
• Familiarity using different CMSs (e.g., WordPress, Drupal, Adobe) and technologies (e.g. HTML, JIRA, Asana)
• Experience in digital marketing, online content, and/or SEO preferred
• Working knowledge of Microsoft Word, Excel and PowerPoint
• Active in Social Media

Core Competencies:

• Strong organizational skills, written and verbal communication skills are critical to success
• Self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives
• Able to analyze issues and develop a clear action plan
• Able to work individually and build partnerships and foster teamwork
• Able to thrive and be flexible in a rapidly changing start-up environment
• Comfort with technology and the ability to discuss basic Internet technologies with clients
• A positive attitude and professional demeanor