The Senior Customer Success Manager enhances client engagement and satisfaction, guiding them to effectively utilize products and solutions while advocating for their needs across teams.
Are you ready to transform client relationships into strategic partnerships?
As a Senior Customer Success Manager, you’ll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships.
With a consultative approach, you’ll guide clients in making the most of our products by addressing skill gaps and sharing best practices. You’ll be a trusted partner, ready to provide tailored solutions, whether they leverage existing capabilities or new features.
There won’t be any typical day in this position, but some priorities to focus on:- Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their journey with the Customer Success team.
- Help clients understand our features and capabilities by translating complex technical concepts into simple, accessible solutions.
- Act as a domain expert (services, support, AI) and superuser of our products, while guiding clients toward achieving their goals, taking their context and priorities into account.
- Advocate for client needs across departments with clarity and conviction to ensure quality and expected outcomes.
- Excellent interpersonal, communication, and presentation skills, essential for building strong relationships with clients and teams.
- Ability to collaborate across cross-functional teams and advocate for client needs with clarity and impact.
- Strong analytical skills that allow you to turn complex data into compelling, understandable stories.
- Proven consultative approach to customer management, focused on creating value.
- Solid technological expertise and experience with enterprise software, especially in a SaaS environment.
- Ability to simplify technical concepts for senior executives.
- 5+ years of experience in a similar customer success or solutions consulting role.
- 3+ years of experience with CRM tools (preferably Salesforce), as well as self-service solutions and support centers.
- Leadership experience in contact centers, technical support, knowledge management, or business operations will set you apart.
- Expertise in deploying SaaS solutions is a strong differentiator.
- Proficiency in business intelligence (BI) tools is a major asset.
- Hands-on experience with Salesforce, ServiceNow, Zendesk, or similar CRM software is a huge plus!
We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
Top Skills
Business Intelligence Tools
Saas Solutions
Salesforce
Servicenow
Zendesk
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