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Hybrid Senior Customer Success Manager na Engageware

Engageware · Tewksbury, Estados Unidos Da América · Hybrid

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About Engageware

Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.



About the Role

As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base.   You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.



Key Responsibilities

  • Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, and ongoing management of Engageware solutions
  • Maintain consistent Customer engagement and communication
  • Experience leading on-site strategic business reviews and executive presentations
  • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.
  • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution
  • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups
  • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities
  • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell
  • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving
  • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.
  • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio
  • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities
  • Update and manage key metrics in the following areas for each Customer in an account portfolio:
    • Customer/Product health (RAG status) and overall account status
    • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend
    • Cadence
    • Account management information and statistics
    • Usage of Engageware products
    • Voice of Customer



What we’re looking for in the ideal candidate:

  • Superior written and oral communication skills
  • Detail oriented, meticulous record-keeping, highly organized
  • Ability to manage multiple and concurrent (often competing) priorities
  • Ability to understand and speak to different audiences (internal and external)
  • Advanced critical thinking and problem-solving skills, focus on continuous improvement
  • Proven track record in a Customer-facing role
  • Exceptional collaboration skills
  • Empathetic and positive attitude with a desire to make Customers successful



Qualifications

  • Post-secondary degree or relevant experience
  • Technical competency and aptitude with software applications, tools, and internal systems
  • 8+ years in Customer Success, Account/Relationship Management, or similar roles

 

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