Senior Customer Success Manager

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

🦅 Parrain de Visa H1B

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Engageware

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2000

☁️ SaaS

🤖 Intelligence artificielle

🤝 B2B

SaaS • Artificial Intelligence • B2B

Engageware est une plateforme d'engagement client alimentée par l'IA qui aide les organisations à automatiser le service client et à stimuler les ventes grâce à des interactions virtuelles et humaines multicanal. La plateforme propose des assistants virtuels, de l'IA conversationnelle, la prise de rendez-vous (y compris les intégrations d'entreprise et Salesforce), la banque vidéo, la gestion des files d'attente et une gestion unifiée des connaissances pour améliorer l'auto-assistance des clients et l'efficacité des employés. Engageware sert principalement les banques, les coopératives de crédit, les détaillants, les gestionnaires de patrimoine, l'enseignement supérieur et d'autres entreprises en tant que solution SaaS sécurisée et évolutive.

Description

• Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions • Maintain consistent Customer engagement and communication • Experience leading on-site strategic business reviews and executive presentations • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items. • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc. • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities • Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

🎯 Exigences

• 5 years as a CSM supporting customers in Financial Services and Wealth Management vertical • Superior written and oral communication skills • Detail oriented, meticulous record-keeping, highly organized • Ability to manage multiple and concurrent (often competing) priorities • Ability to understand and speak to different audiences (internal and external) • Advanced critical thinking and problem-solving skills, focus on continuous improvement • Proven track record in a Customer-facing role • Exceptional collaboration skills • Empathetic and positive attitude with a desire to make Customers successful • Post-secondary degree or relevant experience • Technical competency and aptitude with software applications, tools, and internal systems • 8+ years in Customer Success, Account/Relationship Management, or similar roles