The Lead 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.
What You'll Do:
Discover and influence the client's internal metrics for success of their Bazaarvoice program and ensure the client knows how to achieve and measure those results.
Conduct regular Executive Business Reviews to help executive stakeholders understand the value they’re receiving from Bazaarvoice.
Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively develop their User Generated Content (UGC) programs.
Engage in consistent, proactive client engagements to positively impact customer loyalty and revenue growth.
Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of your customers.
Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Bazaarvoice.
Manage client lifecycle across a portfolio of named accounts.
Exemplify client centricity by serving customers above and beyond their expectationsManage client health by identifying, documenting, and working with multiple teams to mitigate risk and increase client satisfaction.
What You'll Bring:
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 10 years of work experience in a client services or account management role managing Fortune 1000 clients
