Customer Success Manager, Smartmail Marketing

Job Description

The Customer Success Manager (CSM), Smartmail Marketing (SMM) is responsible for Canada Post’s (CPC) larger enterprise, strategic and important customers. They have full accountability for the Direct Marketing (DM) budget and growth as well as joint accountability for delivery of the overall account budget (base revenue & new and incremental growth). Responsible for establishing and maintaining a trusted advisor relationship with customers that results in overall customer satisfaction, product adoption, and product retention. Acts as a relationship manager to the customer and continuously advocates for the customer’s interest within Canada Post. Works to grow influence and partner with external influencers such as Media Agencies, Advertising Agencies, and Print and Data partners. Ensures that Canada Post’s solutions, products and services are considered and included in the development of the customer’s marketing spend (e.g. print, broadcast, radio and digital). Creates, develops, and closes all marketing opportunities, while providing the customer solutions that leverage the breadth of Canada Post’s products and services. 

Job Responsibilities

Below are the main job requirements and responsibilities for the Customer Success Manager, Smartmail Marketing.

1.    Strategically plans and manages the DM line-of-business growth within their assigned customer base. Facilitates and participates in joint strategic planning with customers to share short and long-term marketing goals and success indicators.  Works to achieve agreed revenue and growth targets across the assigned list of customers and territory.

2.     Ensures the adoption and usage of Canada Post products and services across the customer’s organization and proactively monitors and forecasts volume and revenue growth that has been identified for the customer. Develops and executes growth plans with assigned customers to expand the consumption of existing offerings and demand for new offerings.

3.    Builds deep, positive relationships with customer leads as well as their teams and works to maintain high levels of customer satisfaction. Acts as the interface between the customer and Canada Post and continuously advocates for the customer’s needs across the corporation while providing feedback to Canada Post’s internal teams on how to serve the customer better.

4.    Identifies growth opportunities and accelerates the adoption of new solutions by helping prioritize projects and supports activities that deliver the best return on the customer’s investment within the shortest timeframe. Acts as a resource for direct marketing to the customer, using their strategic capabilities and experience.

5.    Ensures growth in revenue within the customers’ business and across the assigned territory from SMM sales by managing strategic relationships with customers and influencers across their organizations, to drive product adoption and maximize customer retention by ensuring that Canada Post’s SMM products and services meet their business needs.

6.    Gains an in-depth, thorough understanding of the customers’ business needs and provides advice, consultation and recommendations to customers' senior management regarding SMM solutions that address their marketing and business requirements. Establishes credibility with customer's executive and key influencers across the customer’s internal and external organization. 

Job Responsibilities (continued)

7.    Develops and employs appropriate competitive sales strategies, and continually modifies these strategies to meet changing business, industry, and customer circumstances. Maintains the customer’s success scorecard and ensure all assigned metrics are met in a timely fashion. Represents the voice of the customer to inform CPC’s sales process or product roadmap.

8.    Conducts customer business reviews as well as customer and industry education sessions on the potential for SMM within organizations and provides thought leadership and regular updates for key influencers to keep them current on the changing advertising and media marketplace.

9.    Maintains and grows existing customers through appropriate propositions and ethical sales methods, and extensive multi-level internal liaison, to optimize opportunities, quality of service, business growth, and customer satisfaction. Identifies and escalates potential SMM solution expansion opportunities to SMM product team.

10.    Develops and executes strategy for new or renewal of customer contracts. Where applicable, works collaboratively with internal stakeholders and manages customized business cases through to approvals. Develops and delivers compelling proposals, executive briefing documents etc. that have been written in a clear and concise manner easy for audience to understand. Leads the negotiation with customers and ensures customer satisfaction is met or exceeded while manging business optimization.  

11.    Secures corporate resources to support sales plans and achieve SMM growth objectives. Implements competitive displacement strategies by capitalizing on industry knowledge, experience and relationships and professionally leveraging that with the customer leadership base.

12.    Supports Canada Post’s marketing and product departments, and management through their insight and experience with the development of new products, promotion strategies, and activities for SMM. 

Qualifications

Education
•    Degree in Administration/Commerce/Marketing OR equivalent education and/or experience 

Experience
•    A minimum of 5 years of significant and relevant sales/consulting experience in marketing or media (particularly print).
•    Experience leading large, strategic projects involving cross functional groups (project management skills would be a strong asset).
•    Enthusiastic and creative with the ability to inspire, influence and encourage others, in both relationships with customers and peers.
•    Experience navigating customer organizational structures, defining milestones, success criteria, resource allocation, and on-time delivery.
•    Experience successfully managing customer success scorecards and achieving defined metrics.
•    Experience in selling marketing solutions (physical and digital) to customers leveraging successful solution selling techniques.
•    Experience working with customers on defining target audiences as well as providing pre and post campaign analytics.
•    Extensive experience working with CRM systems.

Other Candidate Requirements 
•    A passion for customer, sales, marketing and a demonstrated commitment to continuous professional development.
•    Demonstrated ability in sales closure in a highly competitive industry. Strong understanding of and presence with customer direct and partners. 
•    Thorough knowledge of one or more of the following: media buying and planning, direct marketing, print and digital, data/analytics and CRM systems.
•    Demonstrated ability to interpret and effectively communicate and influence complex concepts to customers at various organizational levels (including “C” suite) using both written and verbal methods.
•    Outstanding consultative selling, analytical skills, and business acumen with demonstrated knowledge of business fundamentals including finance, marketing, business, planning and communication.
•    Extensive knowledge of competitive marketing and media industry trends, data and technologies.
•    The ability to influence and persuade others and present detailed concepts both verbally and in writing to internal stakeholders at all levels including the “C –suite”.
•    Maintain relevant skills, knowledge, and certifications as applicable.
•    Strong customer service orientation with excellent presentation and storytelling skills
•    Excellent decision-making and ability to plan and organize in a self-directed environment.
•    Valid Driver’s license and vehicle.

Other Information