Senior Client Success Manager

Serves as the primary post-sale point of contact for clients / customers. Uses in-depth knowledge of client industry and / or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products / services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) / services. May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products / services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support. May or may not be on a sales incentive plan that is based on individual and / or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.

Discover and influence the client's internal metrics for success of the program and ensure the client knows how to achieve and measure those results

Advise on strategies and tactics to create a healthy program

Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively develop consumer generated content programs

Provide guidance and consulting for marketing best practices and ROI analysis for clients to gain the most value from their programs with Bazaarvoice

Manage client lifecycle across a portfolio of named accounts

Exemplify client centricity by serving customers above and beyond their expectations

Using tools and troubleshooting techniques and exercising good judgement in decision-making to routinely deliver exceptional client support

Help key stakeholders understand the value they are receiving from Bazaarvoice

Manage client health by identifying, documenting, and working with multiple teams to mitigate risk and increase client satisfaction

Significant experience with account management with attention to retention and revenue growth, ideally with another SaaS or e-commerce platform

Excellent relationship building skills and proven experience cultivating productive executive champion relationships

Ability to compel clients and internal stakeholders to act, and to hold them accountable to their commitments

Demonstrated ability to manage multiple enterprise accounts concurrently

Demonstrated ability to manage multiple work streams simultaneously and efficiently

Attention to detail, highly organized, with an absolute focus on quality of work

Strong team player with a “client-centric” attitude

Outstanding oral and written communication skills

Marketing program management experience preferred

Bachelor’s degree and a minimum of 6 years of work experience in a client services or account management role managing Fortune 1000 clients