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CCaaS Customer Success Manager
Job Posted: an hour ago
Salary: £ 50,000 - 60,000 / Annum
Job Type: Permanent
Location: RG1, Reading, Berkshire
Expire in: a month
Job Description
CCaaS Customer Success Manager
Role Overview
The Customer Success Manager (CSM) plays a pivotal role in the commitment to being the customers’ most trusted advisor. This position is responsible for fostering strong, long-lasting relationships with customers, ensuring they maximize value from products, services, and solutions. The CSM collaborates closely with multiple teams, including Sales, Account Management, Provisioning, and Support, to deliver industry-leading experiences.
Key Responsibilities
Customer Engagement
* Optimize customers' use of our products and services to enhance contact centre operations, productivity, and customer satisfaction.
* Identify opportunities for improvement within customer solutions and collaborate with the Account Management team to explore upsell opportunities.
* Build and maintain strong relationships with key stakeholders, serving as their trusted point of contact.
* Represent the customer’s voice within the organisation, working closely with Product, Sales, Account Management, and Operations teams to ensure customer feedback is acted upon.
* Assist the New Business Sales team in designing solutions that meet customer needs while ensuring operational feasibility and long-term maintainability.
* Serve as an escalation point for customer concerns, ensuring swift and effective resolution.
Customer Satisfaction
* Track key performance metrics and customer health scores to proactively identify and mitigate risks.
* Conduct regular customer check-ins to assess satisfaction and ensure they are receiving maximum value.
* Address potential churn risks through proactive engagement and timely issue resolution.
* Provide regular reports on customer success metrics, adoption rates, and product usage.
* Collaborate with Technical Support and Engineering teams to resolve complex customer issues efficiently.
Product Expertise
* Maintain a deep understanding of Contact’s products and services.
* Stay up to date with industry trends, developments, and emerging strategies.
* Build and maintain strong relationships with key vendors and strategic partners, ensuring the cpmpany remains at the forefront of technical advancements.
* Work closely with vendor operational and technical teams to stay informed about product updates and enhancements.
Skills & Experience Required
* Strong technical understanding and experience in the CCaaS (ideally Five9) and Cloud Voice industry sectors.
* Commercial mindset with a proven track record of working effectively with sales teams.
* Minimum of 5 years’ experience with a CCaaS vendor or provider.
* In-depth knowledge of the contact centre landscape, along with an appreciation of core IT & Telecom product pillars.
* Excellent communication skills to relay partner announcements and program updates effectively.
* Strong technical aptitude with the ability to understand and articulate complex product features.
Key Measures of Success
* Maintain product margin range.
* Grow market share in the CCaaS industry sector.
* Identify and facilitate cross-sell and upsell opportunities for the Account Management and Sales teams.
* Execute against product business goals.
* Achieve high customer feedback and satisfaction scoresBefore You Apply
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