Client Success Manager - R8156

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Job Overview

This role is vital in ensuring Bazaarvoice customers receive the maximum possible value from their contracted services and achieve stated goals in the areas of Social & E-Commerce. You will leverage innovative technologies to support some of the world’s leading brands.

Our Client Success Managers (CSMs) own the long-term relationship between Bazaarvoice and our clients. CSM are strategic consultants. They provide business solutions and platform optimization to their clients. CSMs also partner with Account Directors who own renewal and commercial conversations.

This role is pro-active and dynamic. Each CSM will need strategic planning skills and the ability to provide value-based messaging to articulate the tangible value of Bazaarvoice and to motivate client action. CSMs will also need to manage priorities across a varied portfolio of 70-80 accounts.

Each CSM is responsible for the care of a diverse, named portfolio of accounts in North America. CSMs leverage a variety of methods to drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion. These methods are a blend of direct, digital, live, and pre-recorded content. As a CSM, you will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.

Key Responsibilities:

● Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations including marketing, merchandising, customer service, product development, and distribution relationships.

● Observe and track trends across portfolio analytics to recommend best practices.

● Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, etc).

● Discover and influence client’s internal metrics for success working with Bazaarvoice, and ensure the client knows how to achieve and measure those results to maximize ROI.

● Help key stakeholders and client c-level team understand the value they are receiving from Bazaarvoice.

● Manage client health by identifying and documenting risks, and working with cross-functional team members to develop successful client outcomes.

● Promote new feature adoption to enhance client satisfaction and program performance.

● Prioritize and effectively blend tech-driven, 1:many, and 1:1 client interactions across a diverse portfolio of SMB accounts.

Skills and Experience Necessary for the Role:

● Confident and solid written and verbal communication in English

● College education – Bachelor degree or equivalent

● 2-4 years of experience in account management or client success roles with US clients, ideally within software, online and/ or other marketing/ e-commerce technologies.

● Skillful in time management, organizational systems, and prioritization.

● Ability to manage high volume of accounts and directly own client relationships concurrently.

● Sufficient in meeting deadlines and expectations with minimal supervision.

● High level of comfort with Microsoft Office and Google suites.

● Outstanding oral, written, and client-facing presentation skills.

● Comfortable communicating across multiple methods with both known and unknown points of contact including c-level executives

● Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.

● Curious mindset and strong desire to learn.

● Customer-centric oriented with a focus on delivering value (KPIs definition tracking).

● Experience with Gainsight and Salesforce a plus, but not required.

● Working hours: 2:30pm-11:30pm IST

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This role supports global clients and operates from 2:30 pm – 11:30 pm IST

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Ideal for candidates who prefer afternoon start times and flexible mornings

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Opportunity to collaborate with North America based teams and clients, gaining global exposure

Nice to have:

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Demonstrated ability to manage a large number of disparate tasks

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Experience with Gainsight or similar CS automation tools

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Experience in the software industry, online and/or other marketing/eCommerce technologies

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Familiarity with software for ratings and reviews, social marketing teams, including social media management, social listening, social analytics, UGC curation, and/or influencer marketing tools

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