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Customer Success Manager / Senior Customer Success Manager

Employer
eGain Corporation
Location
Caversham, Reading, United Kingdom
Salary
Competitive Salary
Closing date
May 16, 2021

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Job Role
Manager
Sector
Finance
Contract Type
Permanent
Hours
Full Time

Ensure the success and happiness of the customer base
Serve as the primary liaison between customers and eGain to create a seamless customer experience
Focus on growing the customer in terms of adoption and engagement
Revenue and retention rate responsibility for a set group of clients
Maximize account growth opportunities by identifying upgrades, upsells, downgrades, and renewal opportunities
Closely monitor At-Risk accounts and ensure renewal and/or proper handling
Achieve or exceed monthly/quarterly/annual revenue and renewal targets and provide accurate individual forecast and risk analysis
Visit customer offices often (if appropriate) to provide creative solutions to their needs and deepen customer engagement
Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewals
Advocate customer needs internally to improve ever-changing products
Commitment to customer engagement activities and relationship building
Work closely with Professional Services for a seamless onboarding
Innovate ways to constantly improve operations for eGain and its customers

Desired skills and experience

5+ years of relevant professional experience working in a contact center and/or working with contact center technologies to enable contact center business strategies
Strong empathy for customers and passion for revenue and growth
Excellent negotiation skills and experience coupled with a strong customer service focus
High-level of knowledge of enterprise IT organizational, business, and technical environments
A strong understanding of Customer Engagement platforms, Knowledge and Collaboration solutions, AI, Search, eCommerce, and Social Media
Demonstrated experience with Cloud, SaaS, and On-Premise solutions
Experience in information system implementation
Commercial experience including experience of developing account management plans within complex customer engagements
Experience in consulting-based or analytical-based roles
Experience of dealing with and analyzing high volumes of data
Ability to work with senior-level executives and possess excellent communication and presentation skills
Deep understanding of value drivers in recurring revenue business models
Analytical and process-oriented mindset
Demonstrated desire for continuous learning and improvements
Bachelor's degree
Ability to travel

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