Customer Program Manager for North America

It’s official, Digital spend has finally surpassed traditional TV investment across the globe and within this ecosystem, Social Media monetization is a serious conversation at the heart of every organization. With the exponential growth of valuable content displayed on social media, the appetite for Socialbakers solutions has never been more apparent. Socialbakers has grown from a small start up to an internationally recognized partner for the top Fortune 500 companies spread across 15 offices world-wide. To continue on our expansion mission and keep up with the market demand, Socialbakers is expanding its sales team in the region based in our New York office.

The key objective of the Customer Program Manager is to provide strategic support to client-facing Account Manager’s working with the company’s most important Enterprise clients. The Enterprise client segment is of paramount importance for the company since clients from the Enterprise segment demonstrate a much more complex set of needs and higher expectations from a SaaS solution provider such as Socialbakers and they also represent a key revenue source for Socialbakers - which requires extra attention from the company.


Key Responsibilities

Client-Facing:
  • Working alongside the Enterprise Account Managers (AMs) to help drive key initiatives / strategic discussions, provide insights into future roadmaps and collect product feedback from the North American Enterprise client portfolio
  • Assisting the AMs with defining “joint business plans” for individual Enterprise clients to align expectations and track the success of deploying our platform within their organization in the context of their business goals
  • Collaborating with AMs on Enterprise best practices such as Quarterly Business Reviews to further identify areas of growth and additional opportunities for solidifying client partnerships
  • Developing growth plans with the AMs and Regional leadership, translating product specifications into customer-specific recommendations and implementations (and vice versa, client feedback into new valuable features)
  • Exploring and discovering ways of expanding the usage of Socialbakers a) within the immediate client organization (i.e. bolstering the ranks of key stakeholders with use for the platform, thereby driving more value for the client) as well as b) globally (i.e. regional cross-sells; scaling up towards a global partnership)
  • Owning and driving global best practice initiatives aka “systemic projects” applicable to the Socialbakers Enterprise portfolio, as they specifically relate to industries or geography
  • Defining and developing “value adoption journeys” based on the challenges specific to Enterprise clients along with more tactical best practices which can be systemically shared across the Enterprise team
  • Working cross-functionally to help organize and facilitate regional Client Advisory Boards for Enterprise clients

Internal-Facing:
  • Proactively standardize custom insight reports and projects through collaboration with the Socialbakers Client Value Adoption team
  • Acting as a bridge and facilitator of communication between Product team, Enterprise AMs, and Enterprise clients
  • Synthesizing Product updates and roadmap into digestible communications for AMs to leverage with clients 
  • Establishing and co-managing the roll-out of Beta programs with the Product Team for new product/feature roll-outs 
  • Develop a sophisticated and scalable 2-way client feedback collection process 
  • Working with the Product team, improve on the current client feedback collection & implementation processes to create a more sophisticated and scalable system 
  • Initiating and rolling out sales best practices across the Strategic AM group
  • Partnering with the Global Sales team to instrument and standardize global best practices
  • Aggregate and create a repository of ENT “Success Stories”


Skills & Qualifications

  • 8+ years of proven sales experience within SaaS/SW/Digital Marketing area with a successful track of retention and growth
  • Strong sales instinct and excellent presentation & negotiation skills
  • Martech expertise and technical acumen to grasp a complex product 
  • Fluent English on a business level, additional language is an advantage
  • Strong public speaking skills and ability to coordinate multiple stakeholders
  • Sales data-driven approach
  • Great work ethic and competitive drive to be the best 

We Offer

  • Work in a global company with startup culture
  • Work on the biggest brands in the heart of Manhattan 
  • International, fast paced and rapidly growing environment
  • Possibility to learn new technologies and encourage new ideas 
  • Opportunity to become a part of a smaller team with very friendly atmosphere and great work environment
  • High level of responsibility and flexibility
  • Opportunity for other professional growth and development


Position Type

  • Full time

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