Job Closed
This listing is no longer active.
For Agents. For Brands. For Success.
Senior Customer Success Manager
Location
United States
Posted
78 days ago
Salary
$125K / year
Seniority
Lead
Job Description
Senior Customer Success Manager
Calabrio, Inc.
At Calabrio/Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com. Overview of Job Function The Sr. Customer Success Manager (Sr. CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The Sr. CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has impeccable relationship skills and can create win/win environments for all parties they work with. The Sr. CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. Principal Duties and Essential Responsibilities: - Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. - Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. - Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. - Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. - Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. - Responsible for an ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions. - Identify Expansion Opportunities to drive revenue growth. - Negotiate and close renewals with existing customers. - Own working with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight. - Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned. - Bring intelligent product feedback and recommendations from customers back to the product team. - Advocate customer needs/issues cross-departmentally. - Manage account escalations as needed. - Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization.
Job Requirements
- Bachelor’s degree or equivalent experience
- Minimum of 7-10 years of experience in a customer-facing role focused on Customer Success
- A strong sense of urgency to perform actions quickly
- Proven ability to drive continuous value of our product(s), with a passion for customers to help them succeed
- Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment
- A “do what it takes” mentality
- Detail-oriented and a strategic thinker
- Strong team player but a self-starter who can operate independently
- Proficiency in managing diverse tasks concurrently, such as handling support escalation calls in the morning, conducting best practices calls during mid-day, and facilitating onboarding meetings in the afternoon, etc.
- Ability to effectively and successfully handle customer service issues and conflict situations
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
- Preferred Requirements:
- Prior experience in closing renewals and/or professional services opportunities
- Experience managing customers of various sizes and knowing how/why to manage them differently
- Experience with Totango or other success platforms
Benefits
- Benefits:
- You've learned about what you'll be doing, here are some of the benefits you'll be getting when you join Calabrio:
- Global team recognized for their passion and innovation
- Innovative product culture and project exposure
- Training and development from industry-leading experts
- Cutting edge benefit programs that include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more
- We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $125,000.
- Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
- What we value most…workplace diversity and ensuring an environment of mutual respect. We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to keep our people healthy, focused, and inspire creativity. Our team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success (all benefits are subject to eligibility requirements). As an Innovator with Purpose, you’ll feel motivated and genuinely excited to come to work!
- Calabrio celebrates and fosters a culture that thrives on diversity. We are an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. We provide employees with a work environment free of discrimination and harassment. All employment decisions at Calabrio are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where we operate. We celebrate the >40 nationalities of team members that contribute to our success.
- We recognize diversity comes in many forms, to foster an inclusive hiring experience any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with Calabrio’s application process due to their disability may be eligible for a reasonable accommodation. Request for accommodation in the application process can be made by emailing recruiting3@calabrio.com. An applicant requesting accommodation may be required to provide support for the requested accommodation. Calabrio will only share information concerning an applicant’s requested accommodation with those individuals who have a specific need to know such information.
- Ready for Exponential Career Opportunities? Apply now
Related Guides
Related Categories
Related Job Pages
More Customer Support Jobs
Spécialiste Support Client
Cross Border Talents🌎 Your international recruitment partner for hard to find professionals and jobs all over the globe.
• Assister les clients francophones via téléphone, email et chat • Fournir des solutions rapides et précises avec une approche cordiale et empathique • Aider les clients à résoudre des problèmes liés aux services ou aux comptes • Mettre à jour et gérer les informations dans les systèmes internes • Collaborer avec l'équipe pour garantir une expérience client optimale
Customer Service Bilingüe, Financiera, Contable
DistroDistro is a marketplace to find, hire, and pay technical talent in over 200 countries. Join now for free.
• Procesar y administrar nóminas de múltiples clientes de manera precisa y oportuna. • Asegurar el cumplimiento de procesos, tiempos y normativas relacionadas con nómina. • Gestionar reportes periódicos y solicitudes específicas de los clientes. • Brindar atención y soporte a clientes en temas relacionados con nómina y sistemas de pago. • Coordinar el proceso de nómina de inicio a fin, manteniendo comunicación constante con los clientes. • Garantizar una excelente experiencia de servicio al cliente (seguimiento y resolución efectiva).
Remote Member Service Representative - Part Time
CopartCopart is a global leader in online car auctions, and a premier destination for the resale and remarketing of vehicles.
Copart, Inc. a technology leader and the premier online vehicle auction platform globally, with over 200 facilities located across the world, Copart links vehicle sellers to more than 750,000 buyers in over 190 countries. We believe in providing an unmatched experience, every day and everywhere, driven by our people, processes, and technology. The Remote Customer Service Representative (CSR) provides exceptional customer service to internal and external customers of Copart. Through a thorough understanding of Copart practices, the CSR offers solutions that aid and facilitate a unique customer service experience. The primary function of this role is to provide inbound Phone support to Copart Members through the lifespan of their membership with Copart. The CSR is the face of the Company as they are often the first interaction our customers have with Copart. - - Must be able to show empathy in the workplace - Through a thorough understanding of Copart practices, the CSR offers solutions that aid and facilitate a unique customer service experience. - Understanding client needs and offering solutions and support. - Answer and place calls in a professional manner. - Measured on Call Quality and Productivity - Focus on a "1st call resolution". - Use company resources to gather information and offer solutions to meet customer needs. - Other duties as assigned. Required Skills and Experience - Must be able to show empathy in the workplace. - One year of office support experience in a customer service role preferred. - High School diploma - Excellent customer service skills and attitude - Excellent written and verbal skills - Proficient with Microsoft Office Applications - Attention to detail - Problem-solving - Computer proficiency - MS Suite - Typing speed 45WPM - Professional appearance - Ability to multi-task in a fast-paced environment - Bilingual skills a plus - Occasional overtime as needed. Pay: $16.04 - $22.00 hourly For locations in California, Colorado, New York, Washington, pay rate ranges from $18.00 - $24.00 hourly Benefits Summary: - Medical - 401k - ESPP - Employee Stock Purchase Plan (must work at least 20 hours/week for 5 months) Along with many other employee benefits. At Copart, we are focused on harnessing the power of diversity, inclusion, and collaboration. By embracing diverse perspectives, we open doors to innovation and unleash the full potential of our team. We are dedicated to fostering a workplace where everyone feels appreciated, included, and inspired to grow and contribute meaningfully. E-Verify Program Participant: Copart participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program: - E-verify Participation - Right to Work
Mitarbeiter:in (m/w/d) Customer Service
Disapo ApothekeDisapo is meer dan een online apotheek. Samen met de MYA-app geven wij vorm aan de digitale gezondheidszorg van morgen. Wij combineren farmaceutische expertise met moderne technologie om patiënten – met name chronisch zieken – optimaal te begeleiden tijdens hun therapie.
Über uns Wir sind eine moderne Versandapotheke, die Rezepte, pharmazeutische Beratung und Versandprozesse digital miteinander verbindet. Über unsere MYA-App bearbeiten wir Rezepte und Rezeptanfragen einfach und effizient – für Kund:innen, Ärzte und Praxen. Zur Unterstützung unseres Teams suchen wir motivierte Kolleg*innen im Customer Service, die Lust auf eine abwechslungsreiche Tätigkeit in einem engagierten Umfeld haben. Aufgaben Deine Aufgaben - Bearbeitung von Bestellungen und Kundenanfragen über unsere MYA-App - Kommunikation mit Kund*innen, Arztpraxen und Versanddienstleistern per E-Mail, Telefon oder per Chat - Versand und Nachverfolgung von Bestellungen - Klärung von Rückfragen, Nachforschungen bei Lieferproblemen und Unterstützung bei Retouren - Arbeiten mit dem System Mauve – zur Abwicklung von Bestellungen, Prüfung von Aufträgen, Korrektur fehlerhafter Bestellungen, Datenpflege und Beantworten von Kundenanfragen - Mitwirkung an der Optimierung unserer digitalen Abläufe und internen Prozesse Qualifikation Das bringst du mit - Interesse an Kundenservice und Freude am Umgang mit Menschen - Guter Umgang mit Computer und E-Mail - Eine sorgfältige, strukturierte und zuverlässige Arbeitsweise - Sehr gute Deutschkenntnisse in Wort und Schrift sowie gute Englischkentnisse Egal ob Berufseinsteiger/****in oder erfahrene Fachkraft – wir heißen dich willkommen! Benefits Was wir bieten - Flexible Arbeitszeiten und die Möglichkeit, remote oder vor Ort zu arbeiten - Strukturierte Einarbeitung und ein hilfsbereites Team - Individuelles Onboarding zur Einführung in die neuen Softwaresysteme - Moderne digitale Arbeitsprozesse und angenehme Kommunikation auf Augenhöhe - Eine abwechslungsreiche Tätigkeit mit Sinn – im wachsenden Bereich der digitalen Gesundheitsversorgung Werde Teil der MYA-Erfolgsgeschichte! Hast du Lust, die Zukunft der Pharmazie mit uns zu gestalten? Dann freuen wir uns auf deine Bewerbung!
