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Customer Success Manager

1 hour ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Calabrio

Calabrio

Calabrio offers an AI-powered workforce engagement management software suite designed specifically for contact centers, focusing on optimizing agent performance and enhancing customer interactions to foster brand loyalty.

Professional Services
251-1K
Founded 2007
$34M raised
View All Jobs 12

Description

  • Identify customer strategic outcomes, business challenges, and KPIs, and recommend actions that deliver value.
  • Create and deliver success roadmaps aligned to each customer’s business goals and objectives.
  • Drive product adoption, education, and usage across the portfolio to improve business outcomes.
  • Collaborate with customers to increase solution usage and help them achieve desired outcomes.
  • Serve as an expert on assigned Verint Product Solutions and demonstrate product value and usage.
  • Assess and document customer health scores using tools such as Totango.
  • Leverage delivered business value in renewal and business growth discussions.
  • Identify expansion opportunities and drive revenue growth through renewals and additional opportunities.
  • Negotiate and close renewals with existing customers.
  • Advocate for customer needs internally, manage escalations, and bring product feedback back to the product team.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 5-7 years of experience in a customer-facing Customer Success role.
  • Strong sense of urgency and ability to act quickly.
  • Proven ability to drive continuous value for products and help customers succeed.
  • Ability to learn software quickly and communicate/demo capabilities effectively.
  • A detail-oriented, strategic mindset.
  • Strong team-player attitude with the ability to work independently.
  • Ability to manage multiple concurrent tasks and customer interactions.
  • Ability to handle customer service issues and conflict situations successfully.
  • Successful completion of background screening, including employment verification, criminal search, OFAC, SS verification, and credit/drug screening where applicable.
  • Prior experience closing renewals and/or professional services opportunities is preferred.
  • Experience managing customers of various sizes and tailoring the approach accordingly is preferred.
  • Experience with Totango or other customer success platforms is preferred.

Benefits

  • Starting target salary of $80,000 for this salaried position.
  • 401(k) with company matching.
  • Medical, dental, and vision insurance.
  • Disability and life insurance.
  • Flexible PTO and paid holidays.
  • Parental leave.
  • Tuition reimbursement.
  • Training and development from industry-leading experts.
  • Market-competitive pay and benefits.
  • Opportunities for career development and balanced work-life.
  • Inclusive, diverse, and collaborative work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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