Senior Customer Success Manager

Emploi pas sur LinkedIn

🕒 il y a 2 mois

🏄 California, Colorado, +14 états de plus – Distant

🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Nebraska – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

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🟠 Senior

🏆 Customer Success

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SuccessKPI

Site WebLinkedInTous les Emplois

51 - 200 employés

🤖 Intelligence artificielle

☁️ SaaS

🏢 Entreprise

💰 €33 000 000 Private Equity Round en 2022-01

Artificial Intelligence • SaaS • Enterprise

SuccessKPI est une plateforme d'analyse et d'action cloud native primée qui utilise l'IA et l'automatisation pour améliorer les expériences client, principalement dans les centres de contact. La plateforme offre une suite complète d'outils, incluant l'analyse vocale et textuelle, le suivi de la qualité, l'autonomisation des agents et la gestion des effectifs, visant à éliminer les obstacles rencontrés par les agents, les responsables, et les dirigeants de centres de contact. La plateforme de SuccessKPI permet des analyses et des actions en temps réel, favorisant les améliorations de l'expérience client grâce à une intelligence d'affaires accrue et à l'automatisation. Focalisée sur la sécurité et la conformité, SuccessKPI sert divers secteurs tels que le gouvernement, les services financiers, le commerce de détail, la santé, le voyage, l'hôtellerie et la technologie.

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%)

🎯 Exigences

• 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 and at least 1+ year of technical account management • 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

🏖️ Avantages

• 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!