Digital Customer Success Manager

3 days ago

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Calabrio, Inc.

WebsiteLinkedInAll Job Openings

Call Center • Customer Interaction • VoIP • Call Recording • Quality Management

501 - 1000 employees

Founded 2007

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Description

• Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience – where every interaction becomes an opportunity, and every insight drives meaningful change. • Introduce Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. • Building a new Digital Customer Success team looking for experienced and dynamic Customer Success Managers (CSMs) to help shape this new function. • Proactively and reactively connect with multiple accounts, leveraging insights and data indicators provided by the Director of Digital Customer Success. • Collaborate closely with the Renewals team, focusing on customer retention and growth. • Engage proactively with customers based on data-driven insights, scheduled outreach, and reactive needs to enhance product adoption and success. • Partner with the Renewals team to ensure customer retention and identify opportunities for expansion. • Serve as a trusted advisor, leveraging deep knowledge of our products and the contact center industry to provide impactful recommendations. • Help define and refine the role of the Pooled CSM team, contributing ideas and feedback to shape its direction and strategy. • Build rapport and deliver results in short-term engagements, addressing customer challenges and guiding them toward achieving their goals. • Collaborate with cross-functional teams, including Support, Services, Marketing, and Product, to provide seamless customer experiences. • Share customer insights with internal stakeholders to help improve products, processes, and engagement strategies.

Requirements

• 7+ years of professional experience in Customer Success, Account Management, Support, or Services within the SaaS or contact center industries. • Comfortable working with systems like Salesforce, Gainsight, or similar platforms to track and manage customer interactions.

Benefits

• Global team recognized for their passion for innovation. • Innovative product culture and project exposure. • Training and development from industry-leading experts. • Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement.