Swooped · 19 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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

B2B customer relationshipsCustomer SuccessConversation analyticsSaaS experienceMicrosoft Office SuiteCustomer-centric software