Miami, FL
Client Success Manager
At InfiniteWorld, we bring brands and creators into the Metaverse. From eCommerce to NFTs, we navigate brands and their products into the digital revolution.
We leverage the best of blockchain and digital capabilities to create branded experiences like never before. We provide brands the tool box to increase engagement, traceability and authenticity for real world and virtual products, events, and interactive experiences.
Why the Client Services Manager is critical to our success:
You are the designated point of contact for our clients throughout the client lifecycle. You showcase the value of InfiniteWorld and ensure customer happiness and engagement. This position is critical in understanding how clients are engaging with our products and services and promoting an environment of continuous innovation.
The ideal candidate will bring:
- High amount of skill in establishing trusted relationships and navigating a large partner organization
- Agility and adaptability in a rapidly growing, constantly changing environment
- An entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
- Strategic resourcefulness and communication skills
- A learner’s mindset and the ability to pick up new information quickly
- A genuine excitement for solving client’s problems
Qualifications:
- Expert working knowledge of HubSpot CRM
- Experience in understanding requirements from various functions (e.g., Accounting, Sales) and stakeholders (e.g., Executives) on what is needed from a CRM (e.g., what data is needed in the CRM to drive the required reporting needs)
- Experience with setting up Service and Support infrastructure (in HubSpot)
- Relevant experience managing high profile relationships in e-commerce, payments, fintech, crypto, and/or banking
- Entrepreneurial approach to owning responsibilities with strong accountability to delivering outcomes
- History working with cross functional teams
- Highly polished written and oral communications skills, personal impact, and presence
- Exposure to the crypto/blockchain industry inclusive of pricing, technologies, leading global players, emerging trends, and regulatory nuance
What your day-to-day will look like:
- Identify, recommend, and implement best practices for HubSpot across its various hubs
- Understand and collect requirements from various functions (e.g., Accounting, Sales, Operations) and stakeholders (e.g., Executives, Managers) and configure HubSpot to collect the necessary data to drive the required reports
- Manage a team of 1-3 Customer Success Operations Analysts
- Interface with external clients for any escalated issue and triage accordingly within InfiniteWorld; manage the issue from assignation through to completion
- Report on support ticket requests, issues, and escalations
- Provide input to Product, Engineering, and Sales teams on biggest client pain points and most important needs
- Ensure organizational adherence to CRM data capture standards and expectations (e.g., ensure the Sales Team is capturing data correctly in Sales Hub)
- Demonstrate knowledge of products and services to enthusiastically provide support and mentorship
- Work cross-functionally with Product, Engineering, Technical Support, and Sales to optimize usage, collect product feedback, and present solutions to help customers solve their challenges
Benefits Offered:
- Premium health insurance (medical, dental, vision)
- FSA and HSA
- Flexible PTO
- Upward Mobility
- 401k
- Life Insurance
- Disability Insurance
- Pregnancy & Family Leave
- Employee Assistance Programs
- Equal Compensation (regardless of gender or race)
Create with us. Join our InfiniteWorld team!
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