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.