Customer Success Manager

April 12

CallMiner

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Understand your customers. Unlock business value.

Performance Management • Business Intelligence • Call Center Operational Efficiencies • Customer Satisfcation • Agent Productivity

201 - 500

💰 $20M Venture Round on 2022-06

Description

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers • Responsible to retain & grow a book of business more than $2.0Mil • Know your customer. Learn each customer's business processes and KPIs to determine how conversation analytics can be used to improve them • Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes • Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes • Ability to locate and provide resources to customers and challenge perceptions, where appropriate to guide them in defining, building, and measuring conversation analytics use cases • Establish and maintain knowledge of platform capabilities and how those map to business value outcomes • Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues • Coordinate with customer advocates to provide references & case studies for sales and marketing teams • Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives • Identify customers' business needs to protect, retain, and increase revenues • Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly • Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities • Leverage your resources, both team members and knowledge base, to become a productive member of the team • Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars • Communicate effectively with other internal team members to ensure resolution of problems • Effectively and accurately use and maintain all sales and operational tools in managing customer account activity • Influence the product roadmap through participation in Product Meetings

Requirements

• 2+ years professional experience • Bachelor's degree in a business-related major or equivalent work experience • Experience developing and managing B2B customer relationships • Ability to manage customer expectations and be assertive, persistent, and persuasive • Excellent communicator with strong written and verbal communication • Demonstrated ability to understand customer requirements • Ability to effectively prioritize workload and manage changes in priority and direction • Must be computer literate and have experience using Microsoft Office Suite and other customer centric software • Based out of our Boston, MA office or remote • 10% travel

Benefits

• Quality medical, dental and vision benefits • Life and disability insurance • Reimbursement programs for fitness and tuition • 401k matching • Generous Paid Time Off (PTO) including an annual volunteer day • Paid maternity and parental leave • Commuter benefits