BPO Customer Success Manager

CallMiner is searching for a skilled Customer Success Manager to join our success team. Customer Success Managers are driven by the pursuit of business value for their customers. They are responsible for ensuring speed to value and expertly coaching their customers through the Conversation Intelligence maturity curve. They’re accountable to balance & prioritize the tactical & strategic customer needs to ensure healthy GRR & Net$Ret forecasts & results.

Primary Responsibilities

• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.
• Responsible to retain & grow a book of business more than $2.0Mil.
• Know your customer. Learn each customer's business processes and KPIs to determine how conversation analytics can be used to improve them.
• Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes.
• Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes.
• Ability to 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 how those map to business value outcomes.
• Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues.
• Coordinate with customer advocates to provide references & case studies for sales and marketing teams.
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives.
• Identify customers' business needs to protect, retain, and increase revenues.
• Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly.
• Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities.
• Leverage your resources, both team members and knowledge base, to become a productive member of the team.
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars.
• Communicate effectively with other internal team members to ensure resolution of problems.
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity.
• Influence the product roadmap through participation in Product Meetings.

• 2+ years 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.
• Demonstrated ability to understand customer requirements.
• Ability to effectively prioritize workload and manage changes in priority and direction.
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software.
• Based out of our Boston, MA office or remote.
• 10% travel.

Preferred Skills

• 2+ years in conversation analytics and/or contact center technology solutions experience.
• 2+ years of SaaS experience.
• Previous Customer Success experience.

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.

CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2021 & 2022 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state or local laws.