Customer Success Manager (CSM) Knowlagent

Reports To: Director of Success Management
Company Summary:.
Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 200,000 agents and managers around the world use Knowlagent?s solutions every day.
Position Summary:
The Customer Success Manager (CSM) is responsible for driving customer adoption and success within a defined set of customers. As the expert on customer goals, customer operations, and Knowlagent capabilities, the CSM applies this expertise to drive adoption during implementation of the Knowlagent solution and thereafter - over the life of the customer relationship. This individual should be comfortable consulting and negotiating with customers, backed by a strong understanding of the customer?s business objectives and the capabilities of the Knowlagent solution. Performance in the role is measured by the amount of value the Knowlagent customers derive from the solution, as measured by the amount of work that each user completes using our technology.
Responsibilities
? Ensure customers derive maximum value from their investment in Knowlagent.
? Develop a trusted advisor relationship with customer executive sponsors and champions, such that all Knowlagent activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Knowlagent solution to be realized.
? Maintain strong working relationships with other Knowlagent customer facing personnel in the Sales, Account Management, Services, Marketing and Product Management teams.
? As a functional subject matter expert (SME) of the project team, the CSM owns components of the implementation of the solution, providing consulting and training to the customer on key functionality, configuring the solution to best meet the customer?s needs, facilitating the development of an adoption and launch plan, and providing launch support.
? Develop and maintain a solution adoption plan for each customer that identifies key factors enabling customer adoption.
? Work within a Knowlagent and customer cross-functional team to execute the adoption plan - during implementation and over the life of the customer relationship.
? Analyze customer utilization metrics and identify opportunities to increase adoption.
? Possess a comprehensive understanding of the Knowlagent solution in order to serve as an internal and external product subject matter expert (SME) and consultant.
? Identify, document and communicate customer success best practices.
? Identify product improvement opportunities and work with Product Management to add new features and functionality to the solution.
Key Skills:
? Service-oriented
? Excellent interpersonal skills and ability to build relationships with individuals at all levels of an organization
? Excellent written and oral communication skills, including presentation skills and ability to consult and train remotely and onsite
? Hands on, individual contributor and collaborative team player
? Strong analytical abilities
? Self-directed; ability to multi-task
? Willing to travel 25%
Required Experience & Education:
? Minimum of Bachelors? Degree in technical field or relevant post graduate experience; MBA preferred
? Minimum seven (7) plus years of relevant work experience, with three (3) plus years of consulting experience
? Experience interfacing with customers, sales, consulting services and executive management
? Experience with SaaS software solutions preferred

Location:	11800 Amberpark Drive Suite 200 Alpharetta, GA 30004 United States