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. You will need to be prepared to dig in, and do what is required to ensure successful adoption of our WFM product, and to ensure that our customers are happy. A background in Workforce Management and/or Contact centre management is required.
●Manage a full account portfolio and relationships with customers to drive long-term adoption
●Helping to onboard new customers through discovery workshops, training, and business support through our onboarding process.
●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
●Maintain overall health of accounts to ensure account success and growth
●Cultivate a trusted advisor relationship with stakeholders and executive sponsors
●Serve as the voice of the customer to drive improvement across all areas including: Input into theproduct development roadmap (ideas, feedback from customers, and assisting in validating releases prior to general release).
●Forecast revenue, manage the renewal process, and meet personal quarterly and annual goals
●Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers
●Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
●Collaborate with technical support to assist in triaging customer technical issues or product questions●Conduct ongoing customer training
●Present product demonstrations
●Support customers and solve problems for specific and individualized use cases including: Document and monitoring of client issues, feature requests and product enhancements through to resolution.
●Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry
●You will need a strong background in either Workforce Management, Contact Center environments or Customer Success Management to be successful in this role.
●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
●A strong advisory/consultancy ability is favourable, the client needs to trust your advice and you need to be confident to deliver advice and recommendations
●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.