Senior Customer Success Manager

Summary

Join Coveo as a Senior Customer Success Manager and become the trusted advisor for Commerce customers. Drive customer engagement, product adoption, and advocacy, focusing on agreed-upon objectives. Consultatively enable customers, addressing skill gaps and advising on best practices using existing or new products. Prioritize providing outstanding experiences during the sales-to-CS transition, growing customer understanding through enablement sessions, and acting as a Commerce and Search domain expert. Effectively communicate with various stakeholders, advocate customer needs internally, and liaise with all departments. Contribute to Coveo's Knowledge Management by creating customer-facing content. This role demands strong business acumen and technical understanding, requiring innovative problem-solving and creative strategy implementation.

Requirements

• To be successful in this role, you must be able to understand technical concepts as well as have a strong business acumen, both of which will enable you to see the big picture
• You will be required to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully
• Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
• Strong analytical skills; ability to translate numbers into a value story
• Strong functional consultative approach to customer management  with a passion for identifying solutions to meet customers’ business goals (understanding how complex solutions work in practice)
• Tech-savvy: strong technical enterprise-level computer software background supporting customers in a SAAS environment

Responsibilities

• Provide an outstanding experience to Coveo’s enterprise Commerce customers as they complete the sales process and transit to the CS team
• Grow customers’ depth of understanding by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions
• Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions
• Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs)
• Advocate the customers’ needs across departments internally
• As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process
• Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative

Preferred Qualifications

• Experience in a similar customer success role or in a solution consulting role
• Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions
• Experience with BI tools / analytics
• Understanding of technical concepts and translating these into practical applications within the Coveo platform

Benefits

#li-remote