The Staff Consultant, Customer Success will work within our Customer Success team, supporting clients that leverage the Google Marketing Platform (GMP). Specifically, the Staff Consultant is a generalist role that contributes to revenue growth for Merkle | Cardinal Path (“MCP”) by supporting the four key Customer Success functions:
- Customer Onboarding
- Scaled Outreach
- Organic Growth
- Contract Renewals
The optimal candidate will have first-hand experience working with GMP products, particularly Google Analytics. They will also have at least basic familiarity with common enterprise analytics use-cases such as website and paid media optimization.
A successful candidate must be an effective written communicator and possess the ability to work with teammates across locations and time zones. They must have a very strong attention to detail, ensuring that client-facing deliverables meet our standards and that feedback from teammates is incorporated correctly.
Duties & Responsibilities:
The Staff Consultant, Customer Success will cover responsibilities related to the four key functions referenced above for a large number of customers.
Onboarding:
- Ensure new customers have a seamless onboarding experience from an administrative and logistical standpoint.
- Minimize time-to-value for the customer.
- Identify any immediate customer issues that need to be addressed and show the customer a path toward resolution.
Scaled Outreach & Organic Growth:
- Use MCP proprietary tools to scan our customers’ Google Analytics accounts (and possibly other GMP product accounts).
- Analyze the output of these scans to identify relevant, compelling opportunities for our customers to gain more value from the GMP products they have purchased from MCP.
- Understand the rationale behind why various recommendations are being made to customers, and how those recommendations can benefit MCP commercially.
- Creates a customer-facing deliverable which reflects the output of the scans, the resulting opportunities that have been identified, and other relevant information.
- Works with customer-facing colleagues across the Customer Success team to ensure the deliverable meets the requirements, incorporating feedback as necessary.
- Ensures all customers are aware of and invited to marketing events such as webinars, client roundtables, etc.
Contract Renewals:
- Work proactively and ahead-of-time to make the contract renewal process stress-free for both customer and MCP.
- Minimize churn by identifying risk in advance and developing a plan to retain at-risk customers.
- Win contracts that are advantageous to MCP, e.g. contracts that auto-renew, contracts that include rate increases, contracts that reduce MCP risk exposure, etc.
