Customer Success Manager at Broadvoice

Broadvoice is seeking a Customer Success Manager to join its growing team. The ideal candidate will focus on the company's Mexican clients, driving value and ensuring customer satisfaction. This remote position offers an opportunity to orchestrate the customer journey through proactive engagement strategies.

The Customer Success Manager will be responsible for:

• Identifying customer operational needs.
• Identifying UpSelling and CrossSelling opportunities.
• Ensuring the "Customer Autonomy" process.
• Ensuring proper customer coordination.
• Carrying out product Road Show actions / Good Practices for the implementation and use of GoContact.
• Monitoring the business objectives defined for each client, audit the results, and act to achieve the intended objectives.

The role requires:

• 3-5 years’ experience in driving successful solution-oriented client engagement.
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.
• Experience in Contact Center as a Service (CCaaS).
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.
• Experience building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• Ability to navigate business processes and quickly understand customers' business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.
• Experience with CRM systems (Salesforce, Rev.io, etc.).

Broadvoice offers:

• Comprehensive benefits packages.
• Paid vacation and holidays.