Playvox

Customer Success Manager (CSM)

We believe that a great customer experience starts with people. At Playvox, we are a customer-first organization. The Customer Success Manager is focused on securing healthy long-term adoption and relationships with an assigned portfolio of customers, as well as the ongoing growth and expansion of their accounts. This is a role for someone who is both forward-thinking, practical and has a passion for helping customers.

Responsibilities:

● Manage a full account portfolio and relationships with customers to drive long-term adoption

● Serve as the primary point of contact and manage the customer communication by proactively engaging with customers: conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams

● Cultivate a trusted advisor relationship with stakeholders and executive sponsors

● Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs

● Maintain overall health of accounts to ensure account success and growth

● Collaborate with the Sales and Onboarding team to assist in implementation of new customers

● Collaborate with technical support to assist in triaging customer technical issues or product questions

● Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers

● Conduct ongoing customer training

● Present product demonstrations

● Support customers and solve problems for specific and individualized use cases

● Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry

● Serve as the voice of the customer to drive improvement across all areas

● Forecast revenue and meet personal quarterly and annual goals

    Requirements

    ● Bachelor’s degree in a business-related or technical field

    ● 5+ years of B2B client-relationship management experience in software/technology, preferably in contact center industry

    ● Knowledge of customer success processes and best practices

    ● Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment

    ● Ability to be a subject matter expert within the product and lead customer-facing conversations

    ● Ability to identify opportunities for growth and expansion and manage a sales cycle

    ● Excellent written and verbal communication skills

    ● Strong attention to detail, both written and verbal

    ● Full fluency in English

    ● Fluency in Spanish or Portuguese is a plus

      Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.