Customer Success Manager

2 months ago

Nottingham, United Kingdom CallMiner Full time

CallMiner is currently seeking a Customer Success Manager for our top-tier clients. Primary responsibilities will be maintaining and expanding the footprint of existing CallMiner clients. The ideal candidate will have an understanding of the enterprise software market with experience in SaaS operations. The Customer Success Manager will be responsible for working with assigned clients and serve as the strategic advisor and primary business contact for our client executives. This role requires building strong relationships with executives as well as working effectively at all levels of our customers' organization.

Requirements

Primary Responsibilities:
  • Manage the customer experience from sales handoff through post-sales onboarding& adoption for assigned customers.
  • Know your customer. Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them.
  • Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes.
  • Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes.
  • Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues
  • Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives.
  • Work with senior leader to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly.
  • Work with leader to identify, qualify, and position business case for upsell and cross sell opportunities.

Required Skills & Qualifications:
  • 2+ years professional experience
  • Bachelor's degree in a business-related major or equivalent work experience
  • Experience developing and managing B2B customer relationships.
  • Ability to manage customer expectations and be assertive, persistent, and persuasive.
  • Ability to effectively prioritize workload and manage changes in priority and direction.

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