Senior Customer Success Manager – East

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Cyara

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2011

🤖 Intelligence artificielle

☁️ SaaS

📡 Télécommunications

💰 Private Equity Round en 2022-01

Artificial Intelligence • SaaS • Telecommunications

Cyara est une plateforme d'assurance de l'expérience client dirigée par l'IA qui fournit des solutions complètes pour la surveillance, le test et l'optimisation des parcours client sur divers canaux. La plateforme prend en charge des tests sans couture des SVI, des chatbots, des interactions vocales en direct, et des centres de contact cloud, garantissant des interactions et expériences clients parfaites. L'approche innovante de Cyara utilise des bots sophistiqués pour simuler des interactions clients réelles, identifier les problèmes et améliorer les performances avant tout impact sur le client. Avec son interface sans code, conviviale, Cyara permet aux entreprises d'innover plus rapidement, de réduire les risques, et de maintenir un focus centré sur le client tout en réalisant un ROI significatif et des économies de coût. De nombreuses entreprises de technologie, d'assurance santé et automobile font confiance à Cyara pour jouer un rôle crucial dans l'amélioration de la satisfaction client et de l'efficacité opérationnelle.

Description

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle • Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives • Negotiate long-term renewals with keen attention to detail and with secured revenue uplift • Act as a program manager throughout the entire customer journey including professional services engagements • Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology • Build adoption and value plans with customers to set a long-term vision for success and growth • Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion • Act as an escalation point when things are not going to plan • Organize and host regular customer check-in meetings, onsite visits and Executive Business Reviews • Coordinate and manage customer special requests & projects • Serve as a technical bridge between stakeholders at all levels, translating complex product capabilities into strategic value for C-suite executives while providing hands-on technical guidance to end users and implementation teams • Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell • Travel may be required from time to time

🎯 Exigences

• Minimum of 5 years of experience in a Customer Success Role • Consistently delivers excellent customer experience • Strategic mindsight with experience managing large, multinational accounts • Can have strategic conversations with and confident presenting to senior customer executives • Able to act as a quarterback to leverage internal resources to deliver customer outcomes • Demonstrated background in developing and managing commercial relationships • Proven track record of meeting and exceeding targets • Strong technical acumen to add value to customer discussions and translate product strengths into business value • Strong program management skills • Strong analytical skills/ ability to identify patterns and spot trends • Previous experience working in a SaaS environment, or telecoms would be a distinct advantage • Knowledge of testing, the software development lifecycle desirable • Bachelor's degree in a related discipline is desirable

🏖️ Avantages

• Competitive compensation • Flexible work environment • Opportunity to work with diverse and inclusive teams