Customer Success Manager Clarabridge
Clarabridge?s Customer Success Team provides our customers? continuity throughout the entire customer lifecycle, from contract signature, through implementation, education, and support. Our mission is to ensure our customers? success through building strong customer relationships and ensuring ongoing solution value by driving product adoption and usage in order to promote overall customer satisfaction and renewals. This is accomplished through several key initiatives including creating a smooth on-boarding experience transitioning from sales to implementation, establishing regular customer health check meetings and providing system recommendations to increase effective use and adoption of our solutions. By acting as an internal advocate to help drive change where necessary, CSM?s listen for product feedback, ensure support issues are resolved effectively and act as the principle liaison to provide not only support but be available to assist the client throughout the duration of the business relationship. Educating customers on upcoming product releases and enhancements, providing business strategy and transformation advice and conducting road mapping sessions allow our team to help drive product usage and configuration as customers? teams evolve. Customer Success Managers are truly the ?heartbeat? of daily operations that ensure overall organizational success.
Duties and Responsibilities:
Act as a primary point of contact for the assigned accounts, and provide account and customer relationship management
Manage the overall and ongoing service relationship with our customer through proactive, open, responsive and collaborative account management.
Develop and maintain a deep understanding of customers? business drivers and program goals, and steer program activities ? from enhancements to data analyses ? to align with those drivers and goals
Build and maintain multi-level client stakeholder relationships to continuously link Clarabridge?s results to our customers? KPIs
Manage program profitability through aligning activities to strategic account goals, and driving managing program renewals and incremental expansions
Act as a liaison between internal teams to ensure customers? needs are being met; coordinating with sales, customer loyalty, solution services, product management and support personnel.
Communicate regularly with your customer to evaluate satisfaction and proactively identify upcoming needs.
Facilitate quarterly business reviews (QBRs) with the sales and services leadership team and the customer.
Proactively engage with the Solutions Services team for customer projects. Participate in project planning calls implementation planning, and facilitate the post upgrade handoff to Customer Success.
Remain focused, at all times, on the customer experience and satisfaction impact, advocating the customer requirements and expectations within Clarabridge.
Understand and explain features and benefits of the product line as it relates to customer needs.
Effectively facilitate meetings setting clear goals, expectations and defined outcomes.
Manage a dynamic schedule effectively responding to workload and shifting priorities.
Monitor quality of work and identify opportunities for continual improvement.
Communicate effectively with customers both verbally and in writing.
Seek out and embrace feedback, take on tough assignments to improve skills, keep knowledge and skills up-to-date and turn mistakes into learning opportunities
About You You have a proven track record in establishing strong customer relationships and successful account management. You are a proactive learner and creative problem solver who enjoys working in a fast-paced environment, and who enjoys interactions that lead to ultimate customer success and satisfaction. You have strong project and task-management skills, experience with SaaS Solutions and have supported business applications. You focus on details, particularly with communication, follow-up and documentation. You delight in exceeding customer expectations.
Qualifications: You have a relentless passion for ensuring a superior customer experience.
You bring 5-8 years? experience to Clarabridge, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
You have a track record of success in building customer relationships at multiple levels of a clients? organization, from day-to-day project managers to senior stakeholders.
You are comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts.
You have a drive for excellence that fuels your passion to deliver only the highest quality outcomes in a fast-paced, high-volume environment.
You have experience working in enterprise or SaaS professional services, and/or you embrace opportunities to learn new technical concepts, and/or you have a passion for software/IT.
You have demonstrated analytical and problem solving expertise
You bring enthusiasm, a strong work ethic and a positive attitude
You thrive in a dynamic work environment and are able to learn and assimilate information quickly
You are action oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders
Education and Experience:
Bachelor?s Degree from a top-tier institution, with evidence of strong intellect and penchant for technical concepts
Advanced degree desired but not required
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for hundreds of the world?s top brands, including Best Buy, Dell, E.ON, Intuit, L?Or-al USA, Pella, PetSmart, United Airlines, and The Wendy's Company. Global 1000 companies trust Clarabridge to listen, analyze, and act on customer feedback. Clarabridge delivers the only comprehensive customer experience hub offering easy-to-use dashboards, reporting, collaboration, and engagement powered by the industry?s most advanced text analytics over virtually any feedback channel. Founded in 2006, Clarabridge is privately held with offices in Washington D.C., San Francisco, London, Miami, Singapore, and Barcelona. For more information, visit www.clarabridge.com.
||11400 Commerce Park Drive |
Reston, VA 20191
Connect with the voices that matter most to your businesswith customer experience intelligence from Clarabridge.Investors: Boulder Ventures
, Grotech Ventures
, Intersouth Partners All Jobs: at Clarabridge
|Headquarters:||11400 Commerce Park Drive|
Reston, VA 20191
|Company Profile:||Leading in Customer Experience Management
To give your business the lead in Customer Experience Management (CEM), partner with the leaderClarabridge. With years of development invested in the Clarabridge solution, we're simply the most qualified company to reveal strategic insights hidden in customer feedback across a range of sources.
Unlike other companies that only serve academic or government markets, the Clarabridge focus has always been business, your business, and how we can help you reach your commercial objectives. To give you the customer insight you need, we've worked harder, thought deeper, and developed smarter software than any other vendor in the marketplace.
At Clarabridge, our goal is to help you fully access your customer experience intelligenceand leverage that information to your advantage. By bridging the gap between your customers experience and your brands promise, we provide a unique portal into the human dimension of your business. With this insight, you gain the strategic edge in serving your customers, controlling costs and risk, competing resourcefully, and building profitability.
When you work with Clarabridge, you work with the management team that had guided the companys growth and innovation from the start. Each has had decades of experience, bolstered by successful entrepreneurial ventures and strengthened by prior top-level management experience. Our executives, who include a nationally recognized entrepreneur and a multiple patent holder, are all published authors and frequent speakers at industry conferences.
With a commitment to excellence, partnership model with clients, and fast-paced development processes, Clarabridge is strong from the ground up. Whats more, our financial backing, board advisors, reputation, and partnerships are sound, ensuring our software will evolve to meet your emerging demands.
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