Customer Success Manager

The Customer Success Manager (CSM) in the Services department is dedicated to ensuring our customers achieve their desired outcomes through the effective use of our products and services. The CSM will act as a trusted advisor, guiding customers through their journey, from onboarding to achieving full value realisation. By building strong relationships, understanding customer needs, and proactively addressing challenges, the CSM will drive customer satisfaction, advocacy, retention, and growth. This role is pivotal in bridging the gap between our customers and internal teams, ensuring a seamless and positive customer experience.

Core Tasks

• Customer Onboarding:Guide new customers through the onboarding process, ensuring a smooth and successful transition to BAU.
• Customer Engagement:Maintain regular contact with customers to understand their needs, provide support, and drive product usage.
• Adoption and Usage:Monitor customer usage data to identify trends and opportunities for increased adoption of key features.
• Customer Advocacy:Foster strong relationships with customers to encourage testimonials, case studies, and referrals.
• Retention and Renewal:Proactively address customer concerns and work to reduce churn, ensuring high renewal rates.
• Customer Health Monitoring:Track customer health metrics and take action to address any issues that may impact customer satisfaction.
• Feedback Loop:Collect and relay customer feedback to internal teams to drive product improvements and innovation.

Management and Leadership

• Account Management: Maintain regular contact with customers to understand their needs and address any issues.
• Escalation ManagementAct as the primary point of contact for customer issues and escalations, ensuring they are resolved promptly and effectively.
• Risk Management: Identify potential risks of customer churn and develop strategies to mitigate them.
• Renewals and Upsells: Identify opportunities for contract renewals and upselling additional products or services.

Documentation/ Governance

• Knowledge Base:Contribute to the Customer Success knowledge base with common questions and answers.
• Record Keeping: Record all customer touchpoints (meetings, calls, emails, internal notes), tasks and upload all relevant assets to Totango.

Stakeholders

• Stakeholder Communication:Communicate regularly with key stakeholders, including customers, internal teams, and executives, to ensure alignment on goals and expectations.
• Reporting and Insights: Providing internal stakeholders with regular updates on customer success metrics and insights. This includes reports on customer health, satisfaction scores and other key performance indicators.
• Cross-Functional Collaboration: Working closely with other departments such as sales, marketing, and product development to ensure a cohesive approach to customer success.

Knowledge and Expertise

• Product Expertise:Promote new and existing product features to deliver ongoing value.
• Voice of the Customer:Serve as the voice of the customer within the company, providing feedback to product and development teams to improve the user experience.
• Upselling and Cross-selling: Identify opportunities to expand the use of our software within existing accounts and promote additional features or services.

Planning

• Strategic Planning: Develop and implement strategies to improve customer satisfaction, retention, and growth. This involves setting goals, tracking progress, and adjusting plans as needed.
• Customer Success Planning: Maintain an up-to-date Customer Success Plan, capturing clearly defined goals, journey map, success criteria and engagement plan.
• Renewal Risk/Forecast Planning: Maintain accurate information relating to renewal risks to aid forecasting and budgeting.

Industry Specific

• Proven track record in nurturing successful and lasting client relationships to not only retain but grow existing revenues.
• Commercial experience of generating revenue by identifying and qualifying existing business opportunities.
• Extensive customer service/management experience in a Professional Services type environment.
• Proven experience working effectively in a client-centric environment, showcasing the ability to understand and address diverse customer needs and challenges.
• Able to work effectively within a fast-paced, changing, revenue focused environment.
• Technical/Consulting team experience in software delivery environment.
• Ability to work within a geographically distributed development team spread between multiple time zones and cultures.
• Evidence solving cross-functional technical problems.
• Experience in dealing with all levels of Customer Service and IT personal within large public and/or private sector enterprises.

Product / Technical

• Familiarity with software-as-a-service (SaaS) products and cloud-based technologies.
• Solid Understanding of contact center software and applications.
• In-depth Proficient in using customer relationship management (CRM) tools and other relevant software applications.

Professional / Task

• Able to work independently under general direction towards predetermined longer-term goals
• Ability to work as part of a matrixed team, building supportive and collaborative relationships with colleagues in order to meet Verint's objectives.
• Understanding of client and account relationship management.
• Ability to create and implement strategic account plans for allocated accounts.
• Able to work flexibly within a team and alongside other key business functions.
• Excellent communication skills at all levels.
• Able to plan and prioritise workloads to meet agreed goals.
• Able to keep accurate records and work within agreed frameworks.
• Able to respond to speedy changes in technology and learn and apply new solutions.

Personal

• Ability to follow process but to remain flexible in achieving project objectives.
• Curious, interested in new products and technologies.
• Engages quickly, remains highly engaged regardless of frustrations and obstacles.
• Motivated, eager to learn and demonstrate value, able to learn independently, researches via multiple sources and finds information as needed.
• Patient, shows empathy for stakeholders who take longer to understand, happy to re-explain as required
• Responds rather than reacts.
• Demonstrable examples of good work ethic.
• Able to pass a background check subject to local laws and legislation.

Specific Qualifications & Accreditations

• Degree level education in business, marketing, or a related field (or equivalent work experience).
• Proven experience in a customer-facing role, such as customer success, account management, or consulting.