Note: The job is a remote job and is open to candidates in USA. Calabrio is committed to enhancing customer engagement and experience through innovative solutions. The Associate Customer Success Manager will serve as a customer advocate, focusing on delivering value, driving product adoption, and ensuring customer satisfaction through strategic collaboration and support.
Responsibilities
- Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations
- Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives
- Help drive product adoption, education, and usage across your portfolio to deliver meaningful business outcomes that ensure all contacts are Verint evangelists
- Collaborate with customers to increase their usage and adoption of our solutions to ensure they achieve their desired outcomes
- Learn and become a subject matter expert on assigned Verint Product Solutions so that you can speak and demonstrate intelligently about the product's value and usage
- Assist in the ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions
- Identify Expansion Opportunities to drive revenue growth
- Work with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight
- Evaluate the health scores of our customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned
- Bring intelligent product feedback and recommendations from customers back to the product team
- Advocate customer needs/issues cross-departmentally
- Act as one of the functions echoing the voice of the customer within Verint, ensuring that customer feedback and needs are effectively communicated within the organization
Skills
- Bachelor's degree or equivalent experience
- Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success
- Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment
- A “do what it takes” mentality
- A strong sense of urgency to perform actions quickly
- Detail-oriented
- Strong team player but a self-starter that can operate independently
- Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc
- Ability to effectively and successfully handle customer service issues and conflict situations
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
- Proven ability to support continuous value of our product(s), with a passion for customers to help them succeed
- Prior experience in closing renewals and/or professional services opportunities
- Experience managing customers of various sizes and knowing how/why to manage them differently
- Experience with Totango or other success platforms
- Experience in a CCaaS or CX Automation environment
- Experience with Verint products
Benefits
- 401(k) with company matching
- Medical, dental, and vision insurance
- Disability and life insurance
- Flexible PTO
- Paid holidays and parental leave
- Tuition reimbursement
Company Overview
Calabrio is a software company that provides an easy to use workforce optimization suite for contact centers. It was founded in 1995, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 501-1000 employees. Its website is http://www.calabrio.com.