Calabrio
Computer Software
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Calabrio. Skills: Customer Success, Product Adoption, Customer Advocacy. Identify and lead efforts for delivering value. Create and deliver a success roadmap”
What You'll Achieve.
Deliver impactful results for our customers; Ensure customers achieve their desired outcomes; Drive revenue growth; Ensure retention; Create an environment of customer delight
Industry & Context.
Handle customer service issues and conflict situations
Successful completion of a background screening process including employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening
What They're Looking For.
Must Have
Bachelor’s degree or equivalent experience, Minimum of 5-7 years of experience in a customer-facing role focused on Customer Success, Proficiency in quickly learning and understanding software, Ability to effectively and successfully handle customer service issues and conflict situations, Successful completion of a background screening process
Nice to Have
Prior experience in closing renewals and/or professional services opportunities, Experience managing customers of various sizes and knowing how/why to manage them differently, Experience with Totango or other customer success platforms
What You'll Do.
Identify and lead efforts for delivering value
Create and deliver a success roadmap
Drive product adoption
Collaborate with customers to increase usage
Be an expert on Verint Product Solutions
Assess business value delivered
Identify Expansion Opportunities
Negotiate and close renewals
Own customer engagement for retention
Evaluate customer health scores
Document rationale for health scores
Bring product feedback to product team
Advocate customer needs cross-departmentally
Manage account escalations
Echo voice of the customer
How You'll Work.
Team & Collaboration
Advocate customer needs/issues cross-departmentally; Act as one of the functions echoing the voice of the customer within Verint
Communication Scope
Effectively communicate and demonstrate capabilities
Full Job Description
At Calabrio/Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. The Customer Success Manager (CSM) is a strategic role that serves as our number one customer and company advocate. The role displays superior customer management and consultancy skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The role has strong relationship skills and can create win/win environments for all parties they work with. The CSM will be responsible for having a solid knowledge of Verint Product Solutions and applying this knowledge in all aspects of the job. _**Principal Duties and Essential Responsibilities**_ * Identify, create, and lead efforts for delivering value to customers by understanding customer strategic outcomes, business challenges, key KPIs and providing recommendations. * Create and deliver a success roadmap that aligns with each customer's unique business goals and objectives. * Drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists. * Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes. * Be an expert on assigned Verint Product Solutions to speak and demo intelligently about the value and usage of the product. * Responsible for an ongoing as
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