Job Description

Customer Success Manager

About Us

Giftogram is a private fintech company based in the New York metropolitan area that empowers businesses to reward their employees. Our product-led growth (PLG) model has allowed us to rapidly expand our customer base across the United States. As we accelerate our growth trajectory, we are seeking a Customer Success Manager.

About The Role

The Customer Success Manager is a tech-savvy, proactive, and service-oriented B2B account manager. In this role, you’ll ensure that Giftogram clients understand the use cases for digital gifting and how the Giftogram platform may be customized to integrate with their businesses. You’ll educate and onboard new customers through customer demonstrations. Your detailed knowledge of the Giftogram platform and your strength in sales relationship management will generate revenue, new customer accounts, and enterprise business expansion. While your priority is closing deals with high-value inbound leads, you’ll also manage order processing orders and collaborate closely with the Customer Support team to field technical product questions through email, phone, and helpdesk/live chats. The Customer Success Manager reports to the Director of Customer Success. This position is hybrid, with 2 days onsite at our Parsippany office.

What You’ll Do

• Manage customer accounts to drive revenue growth for Giftogram by identifying, verifying, and nurturing prospects until a deal is closed 
• Act as the primary point of contact for clients, addressing inquiries and concerns promptly and professionally through phone, email, and occasionally live chats
• Proactively schedule regular check-ins with clients to review progress, gather feedback, and discuss upcoming needs
• Guide new clients through the onboarding process, ensuring a smooth transition to our platform by conducting tailored training sessions and webinars to educate clients on the features and benefits of our digital gift card solutions
• Build and maintain strong, long-lasting relationships with key stakeholders and decision-makers within client organizations
• Proactively log documentation on leads and customer connections within our Hubspot CRM to ensure clear communication and client satisfaction
• Create concise high quality messages in emails and Hubspot sales sequences that accurately reflect Giftogram’s product offerings and are up-to-date with latest market trends
• Collaborate closely with Marketing to develop and execute target outreach campaigns, email sequences, referral programs, and customer retention/growth strategies
• Collaborate closely with Engineering to understand and communicate customer feedback, product updates, and product issues/resolutions to customers in a timely manner
• Collaborate with the Customer Support Team for onboarding and Tier 1 customer support inquiries
• Field Tier 2 product and services questions, such as integrations, order verifications, ACH transactions and credit card deposits, etc.
• Participate in regular training sessions to enhance product knowledge and customer service skills

• Share knowledge and best practices with team members to improve overall service quality
• Contribute to the creation and maintenance of FAQs, help guides, and other support resources
• Occasionally travel/attend Trade Shows for networking and sales opportunities

What You’ll Bring

• Bachelor's Degree in Communications, Business Admin, Human Resources or a similar field
• 2-4 years experience in Hospitality, Retail, or Customer Service environment OR 2+ years experience in Sales or Account Management roles 
• Strong computer literacy; proficiency in using Video Conferencing Software, Google Suite, Slack
• 2 years experience using CRMs, Hubspot or Salesforce experience is preferred
• Strong problem-solving skills and the ability to think critically and creatively
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
• Confidence on the phone, strong interpersonal and communication skills
• A strong desire to learn and stay updated on the latest trends and best practices
• Strong ability to work independently and also within a team environment
• Preferred but not required: Bilingual English/Spanish

What We Offer

• Compensation for this role: $65,000 base salary plus sales-based commission structure 
• 401k & Company Match
• Medical/Dental/Vision Insurance
• Hybrid work schedule (2 days in Parsippany, NJ office)
• 15 PTO Days + Paid company holidays

Please note that Giftogram does not work with external staffing/recruitment vendors. Any unsolicited resumes shared with the Giftogram team will be considered property of Giftogram and no recruitment fees of any kind will be paid or owed unless an existing recruitment agreement exists alongside with specific engagement for the role in question.

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