Customer Success Manager

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🕒 February 13

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SuccessKPI

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

💰 $33M Private Equity Round on 2022-01

Artificial Intelligence • SaaS • Enterprise

SuccessKPI is an award-winning cloud-native insight and action platform that leverages AI and automation to enhance customer experiences primarily in contact centers. The platform provides a comprehensive suite of tools, including speech and text analytics, quality monitoring, agent empowerment, and workforce management, all aimed at removing obstacles faced by contact center agents, managers, and executives. SuccessKPI's platform enables real-time insights and actions, driving improvements in customer experience through enhanced business intelligence and automation. With a focus on security and compliance, SuccessKPI serves a diverse range of industries such as government, financial services, retail, healthcare, travel, hospitality, and technology.

📋 Description

• Understand how our customers want to use SuccessKPI and help make these aspirations a reality • Be the customer companion on their journey through on-boarding, adoption and a lifetime of success. • Collaborate across SuccessKPI departments and customize the response to the needs of our customers • Be a part of an Account team that manages enterprise accounts consisting of Fortune 10 and Fortune 50 companies and responsible for Annual Recurring Revenue of $2-5MM. • Become the primary point of contact for customers and the voice that communicates use case/requirements/expectations in a way that is actionable for Marketing, Sales, Support, Services, and Product teams at SuccessKPI. • Manage updates in our customer relationship management tools • Learn the technical nuances of customers’ configurations and act as an initial layer of support and guidance and work closely with support on other needs • Understand the concepts and importance of identifying growth areas in existing customer base • Help build expansion opportunities – passive selling • Travel as needed to support Customer meetings, trainings, or other company meetings & business (required travel typically less than 20%)

🎯 Requirements

• Ability to help customers overcome technical and training hurdles while expanding their use of the platform • 5+ years in customer-facing roles – Sales/Support/Services/Architecture, with at least 2-3 years of enterprise account management experience • Ability to handle escalation management • Strong project management fundamentals • Passionate about building customer success for the SuccessKPI “Brand” • Being a change agent and solution maker • DNA – You possess the “Helper Gene” and are proactive in acting on behalf of your customers • Hands-on experience with data warehousing ecosystems (e.g. Data sources / ETL / Data warehouse / Data marts). Understanding of different types of data schemas (OLTP vs. OLAP, snowflake, etc.) • Hands-on experience with Data and Analytics tools such as Business Objects, Cognos, OBIEE, MicroStrategy, Tableau, Qlik, PowerBI, SQL • Familiarity with ETL tools (such as Alteryx, Datameer, Informatica, Talend, SSIS, DataStage, Kettle) is a plus • Knowledge and experience with deployment architectures on-premises and in cloud environments like AWS, Azure, and Google Cloud • Contact Center management familiarity and experience with IVR, ACD, agents, and call queues

🏖️ Benefits

• Opportunity to work for an organization that prides itself on offering a diverse and dynamic culture where employees are proud to work • Opportunity to work for a fast-growth global company in the rapidly growing analytics space • Opportunity for career development and growth opportunities as we grow and scale • Opportunity to build industry relationships and work alongside seasoned industry experts • Opportunity to work with our leadership team to strategize, collaborate, and solve customer challenges every day - YOU HAVE A VOICE AT SUCCESSKPI!