SUMMARY

Creativebug is a membership-based site that creates high quality online art and craft workshops with some of the most well-respected designers in the world. Our company is small and staffed with go-getters who bring creative and original thinking to all aspects of their jobs.

The Customer Success Manager is responsible for the day-to-day management and health of the Creativebug for Libraries accounts to ensure retention and renewal success. They support successful deployment, adoption and maintenance of the Creativebug for Libraries offering. This position will work closely with the Creativebug Development team to coordinate the set-up and implementation of the offering as well as with the Creativebug Marketing team to provide programming support and promotional materials. It is essential for the Customer Success Manager to effectively provide detailed information on various products, programs or services offered by Creativebug, maintaining regular customer engagement and satisfaction.

JOB DUTIES

• Manages entire portfolio of customers, building trusted relationships by initiating regular communication to drive greater business value and ensure the Creativebug platform is optimally being used. Provides customer support across marketing, platform training, demonstrations, and technical issues. Creates and maintains records of all outreach activities.

• Manages onboarding schedule and conducts all onboarding sessions. Manages technical issue lifecycle of all customers including project management, implementation, and ongoing optimization.

• Collaborates with Marketing to create promotional materials and campaign themes. Contributes to copy and reviews all messaging. Responsible for maintaining admin portal database, including organization, updates and ongoing optimization. Responsible for project management and execution of printed promotional materials.

• Provides monthly feedback to Sales, Product Development, and Marketing on opportunities to improve the Creativebug offering. This is achieved through quarterly surveys, email outreach, and summarizing ad hoc requests. Supports team with miscellaneous Creativebug for Libraries-related projects as needed.

• Assists in the planning of special events, including trade shows.

EDUCATION & EXPERIENCE

Education Minimum: Bachelor's Degree in sales or marketing related fields

Experience Minimum: 4+ years of prior experience in a customer success role within an enterprise setting managing multiple portfolios of clients.

WORKING CONDITIONS

• While Creativebug’s studio is located in Berkeley, CA, this position could work remotely from anywhere in the US. Work arrangements will be determined by management and business needs.
• Sit or stand at a workstation for extended periods while maintaining focus and productivity.
• Move around an office space/studio while reaching for products, supplies, or equipment, as well as the ability to adapt to various workstation setups.
• Work standard business hours and extended hours as needed based on task and project demands.
• Utilization of all communication styles - written, verbal, electronic options.
• Lift and carry office supplies, documents, product, or equipment as needed for tasks such as organizing or setting up workstations and studio setup.

KNOWLEDGE, SKILLS & ABILITIES

• Ability to meet fixed deadlines and manage under pressure
• Able to persuade and convince others
• Good computer application skills such as Microsoft Word, Excel, PowerPoint etc.
• Willingness to travel
• Excellent verbal and written communication skills
• Knowledge of sales promotion and advertising techniques
• Strong Organizational skills
• Strong Interpersonal skills
• Customer-centric mindset

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:

• Medical, Dental and Vision benefit plans 
• Company-paid basic, Optional, and Dependent life insurance 
• Long-term disability and Company-paid Short-term disability 
• Paid Time Off and Sick Time 
• Tuition Reimbursement 
• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit https://joann.myben.site/