Swooped · 23 hours ago
BPO Customer Success Manager
United States
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Manage the customer experience from sales handoff through post-sales onboarding and adoption for assigned customers.
Responsible for retaining and growing a book of business exceeding $2.0 million.
Develop a deep understanding of each customer's business processes and KPIs to determine how conversation analytics can enhance them.
Collaborate with the customer program team to identify, plan, and execute the organization’s strategic analytical objectives using standard change management processes.
Partner with customer executive sponsors and program leads to ensure that each business initiative supports a compelling value story aligned with strategic objectives, while reporting on progress to drive successful outcomes.
Locate and provide resources to customers and challenge perceptions, where appropriate, to guide them in defining, building, and measuring conversation analytics use cases.
Establish and maintain knowledge of platform capabilities and their alignment with business value outcomes.
Identify and address issues and conflicts, providing an escalation path to ensure swift resolution of customer concerns when necessary.
Coordinate with customer advocates to provide references and case studies for sales and marketing teams.
Maintain strong knowledge of the assigned customer portfolio and articulate the primary strategic business objectives effectively.
Identify customers' business needs to protect, retain, and increase revenues.
Work with leadership to drive account retention by actively managing the renewal process, identifying risks, escalating when appropriate, and working on save and close plans accordingly.
Collaborate with leadership to identify, qualify, and position the business case for upsell and cross-sell opportunities.
Utilize resources, both team members and knowledge base, to become a productive member of the team.
Participate in yearly customer conferences and provide valuable input for the direction and agenda of applicable events and webinars.
Communicate effectively with internal team members to ensure prompt resolution of issues.
Utilize and maintain all sales and operational tools accurately in managing customer account activity.
Influence the product roadmap by participating in Product Meetings.
Qualification
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Required
2+ years of professional experience.
Bachelor’s degree in a business-related major or equivalent work experience.
Experience developing and managing B2B customer relationships.
Ability to manage customer expectations and be assertive, persistent, and persuasive.
Excellent communicator with strong written and verbal communication skills.
Demonstrated ability to understand customer requirements.
Ability to effectively prioritize workload and manage changes in priority and direction.
Must be computer literate and have experience using Microsoft Office Suite and other customer-centric software.
Location options include the Boston, MA area or remote.
Willingness to travel (approximately 10%).
Preferred
2+ years of experience in conversation analytics and/or contact center technology solutions.
2+ years of SaaS experience.
Previous experience in Customer Success.
Benefits
Quality medical, dental, and vision coverage
Life and disability insurance
Reimbursement programs for fitness and tuition
401k matching
Generous paid time off (PTO) which includes an annual volunteer day
Paid maternity and parental leave
Commuter benefits
Company
Swooped
Swooped is a job search platform using AI to optimize resumes and cover letters, focusing on remote job opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase
