Customer Success Manager
4 days ago
Description
• Broadvoice is looking for an experienced Customer Success Manager to join our growing team and to help us with our Mexican clients. • A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Broadvoice’s customers to their desired outcomes, and drive value. • By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities. • 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.
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.).
Benefits
• Paid vacation and holidays. • Comprehensive benefits packages. • Other perks.
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