Customer Success Manager 3

Key Skills

Customer Service, Effective communication skills, Leadership Skill, Machine learning techniques, Writing

Job Description

We are looking for fearless innovators who have an insatiable appetite for building what no one has built before.

About The Role

The mission of the Customer Success team is to identify, enable, and facilitate continuous value generation for customers. Your key responsibilities include: ensuring zero churn by facilitating high ROI for your customers and expanding your book of business through upsells. Customer Success Managers (CSMs) leverage strong business acumen to help customers craft their KPIs and deliver value across those business goals.

In this role, you’ll be responsible for the end-to-end coordination and execution of functional deliverables during the delivery stage, priming your customer for long-term success. Following go-live your primary focus will be on measuring the success of the program and guiding the customer on best practices, engaging executive stakeholders and further penetrating the account. This is an exciting opportunity for the right talented professional to:

• Work with some of the World's largest, most prestigious financial institutions
• Build strong foundations for our Customer Success team
• Drive ROI across a growing suite of cutting edge Machine Learning powered products

What You'll Bring

• A deep and genuine interest in Behavox as demonstrated by a connection to its mission, marketplace, and/or technologies
• Knowledge of managing relationships with financial services companies, Enterprise, or large corporations - leading change management efforts and driving customer accountability
• Skilled at working with Enterprise, high-touch clients with a BoB of < 10 clients valued higher than $250k
• Skilled at identifying revenue opportunities, devising account plans, and negotiating expansion opportunities
• Skilled in clear and concise communication (written/spoken) with team members/internal stakeholders and external counterparts, especially at the executive level.

What You'll Do

• EXPAND accounts and generate additional revenue within their book of business
• REDUCE churn and retain accounts by increasing customer satisfaction
• PRIORITIZE strategically to provide customer analysis and activity plans
• SOLVE problems whilst applying highly customer-centric practices
• WORK across departments (PMs, PMs, AE) to champion for clients

What We Offer

• A truly global mission with a passionate community in locations all over the world
• Huge impact and learning potential as our aspirations require bold innovation
• Highly competitive compensation with 100% bonus pay already integrated
• Benefits include individual career development budget for your learning and growth
• Generous time-off policy and flexible work schedule

About Our Process

We take Talent very seriously and we are building a community of extraordinary individuals working together in very high-performing teams. We also know that the best Talent always has options so we believe that the process has to be a two-way assessment - the company AND the candidate assessing the business needs alignment, the career next step alignment, and the cultural alignment.

During the process, we will begin by exploring the core factors regarding salary and location along with core experience and skills and values alignment. We will then deep dive and explore the critical technical competencies we have identified for the role, and then we will deep dive into behavioral competencies.

The most aligned candidate will then be asked to do a practical work task simulation activity to assess the level of engagement for the kind of work this role requires. This will typically be presented and discussed with a group of colleagues and managers. Finally, we will ask you to meet with a member of our senior leadership to make sure that you are making the most informed call possible.