My client is looking for a customer success manager to engage and build strong relationships with customers to drive benefit and ROI realisation, through adoption and successful utilisation of the product within the Contact Centre industry.
To protect and enhance recurring revenue stream, by delivering world class Customer Success activities to ensure customer retention, adoption, expansion and advocacy.
As the expert on customer operations, goals, needs and challenges, and with deep understanding of the product capabilities, the CSC will apply their expertise to guide the customer on best practices and to drive adoption during implementation and thereafter – over the life of the customer relationship.
Ensuring customers derive maximum value from their investment
Tracking and measuring customer ROI and additional benefits, and communicating successes regularly
Identify, document and communicate customer successes to ensure best practice across all customers
Tracking and measuring customer usage features and driving a roadmap to expand and grow adoption of features
Developing and maintaining a trusted adviser relationship with customer executive sponsors and champions, ensuring all activities are closely aligned with the customer’s business case and strategy
Developing and maintaining an open, honest and trusting working relationship with customer colleagues, where integrity is paramount
Maintain strong working relationships with colleagues in the Account Management, Development, Sales and Marketing teams
Skills, knowledge & experience
Minimum of 5 years of relevant experience (Contact centre planning / consultancy)
Experience interfacing with customers, sales, development and executive management
Experience with WFM and other contact centre technologies preferred
Contact Centre skills
Experience of working in a contact centre environment and a strong appreciation for the nuances of the Contact Centre and its data
Deep, practical understanding of planning team roles, technologies and best practices
A strong knowledge across a broad range of Contact Centre areas including reporting including, Telephony Systems, LMS and CRM related products and services
Experience of how Contact Centres operate on a day to day basis; the goals, the challenges faced, the people and the processes