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Customer Success Manager

2 months ago

Stanford, California, United States Uniphore Technologies Inc. Full time

About Uniphore Technologies Inc.

Uniphore Technologies Inc. is a global leader in Conversational Service Automation, dedicated to disrupting the traditional customer service model by harnessing the power of voice, AI, and automation. Our vision is to create a world where every voice, on every call, is truly heard.

Job Summary

We are seeking a highly motivated and customer-focused Customer Success Manager to join our team. As a key member of our Client Success team, you will be responsible for ensuring the successful deployment and adoption of our SaaS platform at our clients. You will work closely with our Client Partner and Solution Architect teams to drive client adoption and provide exceptional customer service.

Key Responsibilities

  • Ensure successful deployment of our SaaS platform at clients signed by the Client Partner team
  • Work with customers to jointly establish goals and metrics used to evaluate progress to ensure maximum success
  • Be the voice of the customer: Provide feedback to internal teams in a timely manner
  • Carry renewal quota
  • Identify upsell and cross-sell opportunities
  • Create a community of Uniphore champions
  • Enrich this community via virtual and in-person events
  • Partner with Marketing on client success stories and use case libraries
  • Train the trainers: Make our champions super users of our platform so they can enable their internal colleagues to take full advantage of what we offer
  • Host Webinars to train at scale
  • Responsible for client retention
  • Willingness to travel up to 25% of the time

Requirements

  • 7+ years of customer success experience, Product Adoption, Change Management or Project Management
  • Well-versed in Sales Applications, cloud-based services, video AI, and web conferencing solutions and how they are used by customers
  • Strong organizational skill, interpersonal, and presentation skills that can bring customer value and business impact together
  • Validated success in post-sales adoption of SaaS offers to market
  • Versatility in B2B enterprise technology and SaaS solutions for medium to large enterprises
  • Minimum of a Bachelor's degree or MBA preferred