Remote Customer Success Manager

Summary

Join CallMiner as a skilled Customer Success Manager to ensure speed to value and expertly coach customers through the Conversation Intelligence maturity curve.

Requirements

• 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
• Excellent communicator with strong written and verbal communication
• Demonstrated ability to understand customer requirements
• Ability to effectively prioritize workload and manage changes in priority and direction
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software

Responsibilities

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers
• Responsible to retain & grow a book of business more than $2.0Mil
• Know your customer. Learn each customer's business processes and KPIs to determine how conversation 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
• Ability to locate and provide resources to customers and challenge perceptions, where appropriate to guide them in defining, building, and measuring conversation analytics use cases
• Establish and maintain knowledge of platform capabilities and how those map to business value outcomes
• Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues
• Coordinate with customer advocates to provide references & case studies for sales and marketing teams
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives
• Identify customers' business needs to protect, retain, and increase revenues
• Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly
• Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities
• Leverage your resources, both team members and knowledge base, to become a productive member of the team
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
• Communicate effectively with other internal team members to ensure resolution of problems
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
• Influence the product roadmap through participation in Product Meetings

Benefits

• Quality medical, dental and vision benefits
• Life and disability insurance
• Reimbursement programs for both fitness and tuition
• 401k matching
• Generous PTO including an annual volunteer day
• Paid maternity and parental leave
• Commuter benefits