Customer Success Manager

Summary

Join Broadvoice's growing team as a Customer Success Manager, focusing on Mexican clients. You will guide customers to achieve desired outcomes, proactively engage, and drive value. Responsibilities include identifying customer needs, implementing campaigns, identifying upselling/cross-selling opportunities, ensuring customer autonomy, coordinating stakeholders, conducting product roadshows, and monitoring business objectives. The ideal candidate possesses 3-5 years of experience in client engagement, experience in CCaaS, project management, and building senior-level business relationships. Broadvoice offers a vibrant culture, commitment to DEI, and comprehensive benefits.

Requirements

• 3-5 years’ experience in driving successful solution-oriented client engagement
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention
• Experience in Contact Center as a Service (CCaaS)
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources
• Experience building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
• Ability to navigate business processes and quickly understand customers’ business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results
• Experience with CRM systems (Salesforce, Rev.io, etc.)

Responsibilities

• Identify customer operational needs
• Identify the campaigns/services to be implemented (on Existing Customers) considering the best practices known at GoContact and the best way to guarantee the use case intended by the customer, when accompanying autonomous customers
• Identify UpSelling and CrossSelling opportunities
• Ensuring the “Customer Autonomy” process, encouraging the client to carry out the necessary training activities provided by the training teams and ensuring a transition process of good practices and advice aimed at achieving this autonomy. CSM also has the function of validating and auditing the process of obtaining autonomy
• Ensure proper customer coordination, identifying internal and customer-side stakeholders to ensure the best governance model
• Carrying out product Road Show actions / Good Practices for the implementation and use of GoContact
• Identify any type of need and, if necessary, involve the stakeholders to achieve the customers’ intentions, promoting their constant satisfaction
• Monitor the business objectives defined for each client, audit the results, and act to achieve the intended objectives

Benefits

• Paid vacation and holidays
• A host of other perks