Customer Success Manager
2 weeks ago
Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.
At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.
**Team Mission**:
- The mission of the Uniphore Customer Success organization is to increase sustainable proven value for Uniphore's Customers. We accomplish this through a dedicated and clearly defined methodology upheld by a relentless
**Customer First** ethos.
**Responsibilities**:
- The CSM will be the primary point of contact for Uniphore’s Enterprise Customers. In this role you will help Empower, Assess, Evolve and Advocate for our most important customers by focusing on 4 key facets of Customer Success: Renewals, Metrics Analysis, Upsell, and References.
**Renewals**
- The primary goal of the CSM is to ensure consistent renewals of our subscription services. Through focused management and tracking of all renewal opportunities, the CSM will work to ensure that all customers renew on-time and on budget.
**Upsell**
- Championing and owning customer retention and partnering with sales on upsells
- As a CSM you will be responsible to identifying, tracking and communicating upsell and x-sell opportunities within your account base.
**Metric Reporting**
- Metrics are a key resource for gauging and communicating overall customer health. The CSM will track several key success-based metrics and provide overall health reports to management.
- Conducting Quarterly Business Reviews at an executive level to demonstrate qualitative and quantitative value
- Data-driven, process-oriented individual who can point to ways you’ve up levelled the product / process and people in your professional experience past
**References**
- The CSM will work closely with marketing and sales to identify reference opportunities within the assigned customer base.
**Client Management**
- Manage and maintain the Client relationship, ensuring that all assigned Client accounts are obtaining value from Uniphore solutions, and ultimately be responsible for overall Client satisfaction
- Monitoring customer health across the customer journey and taking data driven actions to influence the right behaviour
- Advocating for customer needs and educate them on adopting new features as we continue to enhance the product
**Mandatory Skills**:
- 5 to 10 years’ experience in Customer Success functions-Enterprise experience required.
- Demonstrated a history of success as a consultant, pre-sales (e.g., technology or management consulting), technical account management or equivalent.
- Must be from Telecom, Contact Center, SaaS companies
- Experience of managing individual accounts as a complete P&L or a several accounts as a portfolio is a plus
- Demonstrated ability of leading technical conversations and persuading others to act based on requirements and value provided by solutions
- Designing competitive solutions from the information at hand and being able to determine the logical flow of solution components
- Able to establish cross team connects and have strong coordination abilities and influencing skills to get things done
- Experience of driving customer success in a product organization (especially SaaS based) is a plus
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
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