Senior Manager, Customer Success

November 7

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ExpertVoice

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Advocacy Marketing • Improve Expert Recommendations • Marketing • Improve Retail Sell-Through • Measuring and Improving Brand Sentiment

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Description

• ExpertVoice is looking for an individual who has proven success in leading Customer Success teams. • You have experience with aligning partner motivations with desired business outcomes to build creative programs that drive measurable performance for all parties. • You will manage a team of Customer Success partners, mentoring and guiding them to ensure client success. • This is a coach role that reports to the Sr Director of Client Services. • Lead, mentor, and retain a team of Customer Success partners, positioning them to succeed in assisting ExpertVoice’s customers. • Foster a culture of continuous learning and development within the Customer Success team. • Establish and track key performance metrics to evaluate team performance and identify areas for improvement. • Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution. • Collaborate closely with the leadership team & cross-functional teams to align Customer Success initiatives with business objectives. • Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution for growth. • Surface, diagnose, and resolve data integrity issues. • Develop training programs and playbooks for Customer Success team which will improve the customer experience, support retention, enable growth and drive increased efficiency of processes

Requirements

• 3+ years experience in Customer Success Management experience preferred • Comfortable working in a fast-paced environment and is adaptable to change. • Proven analytical and quantitative skills with an ability to use data to tell a story and develop strategy. • Dynamic leadership skills with the ability to take on opportunities for growth and inspire others to do the same • Revenue-oriented, a self-starter, with a proven track record of problem-solving and meeting revenue targets via solutions-based consultative sales best-practices. • An achiever that thrives on challenges and has a proven history of successfully, consistently achieving revenue quotas and objectives, within a complex client acquisition-driven business • Available and willing to travel as needed