Customer Success Manager

About Our Client

Our client is a customer experience intelligence company that empowers businesses to enrich human interactions. The scalability of its cloud platform and its AI-driven analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Its solutions are built on an intuitive, web-based architecture that positions and accelerates the contact center as an epicenter for customer insight.

Our client has partners worldwide, serves a vast number of agents, and has thousands of customers globally. It has been recognized by leading independent third parties such as Gartner, Forrester, and G2 Crowd as a leader and visionary. Thanks to the hard work and dedication of every team member, it has received recognition as a top workplace and a fast-growth company.

About The Role

Our client is a trailblazer in customer experience intelligence, revolutionizing the way businesses connect with their customers and empowering them to elevate every interaction to new heights. Its cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

The company is seeking a high-touch, enterprise-level Customer Success Manager to join its growing Revenue organization. In this role, the Customer Success Manager is directly accountable for customers’ successful product deployment, adoption, retention, and advocacy.

The ideal candidate is an expert relationship builder and deeply understands customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions-oriented, thrive on wowing customers, and will go above-and-beyond to serve customers, this role is for you!

Key Responsibilities

• Customer Engagement
• Act as a business partner to the customer.
• Present to stakeholders the opportunities and usage of the contact center. Be engaged with all levels in the customer’s business.
• Conduct stakeholder mapping and decision-maker analysis. Build close relationships with all identified stakeholders.
• Drive expansion of thinking and progressive strategies within the contact center.
• Adoption of Product
• Drive adoption of the organization’s products to ensure depth of knowledge and expansion within the product portfolio.
• Tie together the needs of the customer with the solutions of the product suite.
• Recommend next steps and long-term strategies.
• Sales
• Identify and close upsell/cross-sell opportunities.
• Retain and renew customers.
• Create advocates for the organization; identify referenceable accounts and case study participants.
• Internal Influencer
• Partner across internal experts to provide additional consulting, sales support, and product demonstrations. Know when to pull in experts.

Required Qualifications

• Bachelor’s degree or equivalent, relevant working experience.
• 5 years of Account Management, Business Development, Customer Success, or similar background, preferably within a SaaS organization.
• Knowledge and experience of the contact center space, with expertise in one or more WFO products (WFM, QM, Analytics, or Reporting).
• Consultative style and approach, with the ability to understand customer needs and translate them into practical applications.
• Ability to identify needs and support customer expansion through sales solutions.
• Ability to forecast expansion opportunities and business impact.
• Internal influence and collaboration to achieve results.
• Financial and contract acumen to manage core accounts, account receivables, and contract terms and conditions.
• Proactive and professional communication skills.

Benefits

• Membership in a global team recognized for its passion for innovation.
• Exposure to an innovative product culture and projects.
• Training and development from industry-leading experts.
• Cutting-edge benefit programs that include: 401(k) with matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.
• Market-competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. The targeted starting rate of pay for this salaried position is $80,000 annually.

Core Values:

• Relentless Innovation: Challenge the status quo.
• Customer Obsessed: Put the customer first, always.
• Results Matter: Take action that impacts, every day.
• Ignited by Our Diversity: Invite inspiration from everyone.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”