The role of the Customer Success Manager is to enable our customers to be successful with our product suite and achieve their desired outcomes by driving product and new feature adoption, quickly resolving technical issues, and providing a feedback loop on behalf of the customer to the rest of our company (including technical support, sales, product, and engineering). This is a Remote role reporting to the Director, Customer Success.
Responsibilities:
- Own the overall health and success of our customers, which includes adoption, ensuring value realization, retention, and growth
- Establish a Sales pipeline of product opportunities to support the current fiscal year revenue Quotas
- Be the main point for our customers and become a trusted and strategic advisor, drive best practices and innovation
- Provide product guidance to technical stakeholders, and educate them on best practices for optimizing the use of our products
- Advocate on behalf of customers and navigate across product, engineering, sales & marketing to deliver the best experience to customers
- Work closely with your Account Executive to ensure successful renewals and drive expansions, and new opportunities resulting from the success of the customers
- Proactively maintain and update your pipeline using Salesforce
- Manage assigned accounts and act as the primary point of contact for client relationships
- Act as a project manager to ensure internal initiatives to improve customer success are being executed efficiently
- Drive customer outcomes with a deep technical understanding of customers’ success criteria, business drivers, and initiatives
- Engage all areas of the business, from clinical to technical, and various levels of management, ranging from Directors to C-level executives
- Meet quarterly and annual sales objectives by expanding the pipeline in North America, and meet other business objectives for Enghouse Interactive
- Educate and support customers on best practices, and the use and benefit of our products and services
- Develop and conduct Quarterly Business Reviews with clients to measure progress against goals and evaluate opportunities for improvement
Qualifications & Experience:
- 1-4 years of experience working as a strategic CSM or Project Manager, working with diverse accounts, ideally in the SaaS or Enterprise software industry
- Strong technical background, with the ability to understand and communicate complex technical solutions and uncover opportunities with clients
- Prior experience managing a diverse portfolio of customers with a total ARR between $1 and $5 million is nice to have.
- Experienced in analyzing customer accounts to identify churn signals, account growth and retention opportunities, and ways to expand adoption and increase value
- Ability to manage and prioritize multiple customers across different stages in the customer lifecycle to meet customer needs and escalations
- A self-starter who can work independently and able to prioritize and multitask under tight deadlines
- Strong leadership skills to advocate cross-functionally on behalf of customers, and willingness to identify process improvements to help drive repeatable and efficient customer engagement
- Strong organizational skills and ability to handle many simultaneous conversations in email and chats
- Deep process orientation and willingness to test, establish, and document many new processes in a startup environment
- Love of communications technology, along with the desire and curiosity to explore and discover new information within them
- Working knowledge of the Enterprise software subscription lifecycle and associated processes
- Strong interpersonal skills; Excellent listening, verbal, and written communication skills
- Superior presentation and meeting facilitation skills
- College/University degree in Computer Science or similar preferred
What we offer:
- Opportunity for growth and advancement
- Great team atmosphere
- Opportunity to leave your mark through the delivery of innovative ideas to the team
- Work for a stable and established company
About Us:
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of video solutions, services, and contact center software serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences built on its highly scalable platform that enables standards-based, real-time multimedia communications solutions for IP Multimedia Subsystem (IMS), service provider, enterprise, VoIP, and WebRTC applications on-premises or in the cloud.
Enghouse Interactive helps transform the call center from a cost center to a powerful growth engine. Learn more here:http://www.enghouseinteractive.com/
We appreciate the enthusiasm of all applicants, and while we thank you for your interest, only those selected for an interview will be contacted. Enghouse is proud to be an equal-opportunity employer, ensuring that all applicants are considered without discrimination, and accommodations will be provided upon request during the hiring process. Ready to revolutionize the future with us? Apply now!
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