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Customer Success Manager

eGain customer engagement solutions power digital transformation for leading brands. Our top-rated cloud applications for social, mobile, web, and contact centers help clients deliver connected customer journeys in an omnichannel world. To learn more about eGain, follow us on Facebook and Twitter, or browse our website.


POSITION: CUSTOMER SUCCESS MANAGER

Location: Chicago, IL or Washington, DC (Remote)

Responsibilities

  • Serve as the primary liaison between customers and eGain to create a seamless customer experience
  • Facilitate retention and growth within the customer base by increasing Quick Value Services engagements with customers and improving the adoption of eGain solutions
  • Identify opportunities for eGain version upgrades, Cloud migration, upsell, cross-sell and long term renewals
  • Work closely and collaborate frequently with cross-functional teams within eGain
  • Identify and closely monitor at-risk accounts and coordinate appropriate engagement from cross-functional teams to ensure retention
  • Provide accurate and proactive visibility into the individual accounts
  • Visit customer offices often to understand their use-cases and usage of eGain products and bring in eGain SMEs to detect and provide optimization opportunities and deepen customer engagement
  • Learn eGain products well with the goal of documenting and articulating the value derived from them in customer deployments
  • Work closely with the finance team on the renewal process
  • Work with eGain’s executive team and the Digital Transformation team to connect high within the customer organization (Director level or above on the Business side and VP level or above on the IT side)

 Qualifications

  • Bachelor’s degree required (majors in Engineering, Science, Mathematics, or related field strongly preferred)
  • 5 to 7 years of experience working with implementation, support, deployment or customer success for enterprise software in a contact center environment
  • Strong knowledge of enterprise IT organizational, business, and technical environments
  • Understanding of customer engagement platforms, knowledge and collaboration solutions
  • Demonstrated experience working with SaaS vendors and applications
  • Strong desire and ability to process information from Analytics towards developing insights
  • Empathy for customers and passion for enabling them to adopt vendor solutions
  • Experience of interacting with senior level executives in large enterprises
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning with a strong desire to understand the use-cases and value from eGain solutions
  • Strong organizational and multitasking skills with ability to balance competing priorities
  • Excellent written and oral communication and presentation skills
  • Breathes speed and change, digitally savvy
  • Ability to travel (~ 50% of the time)

To apply

Send your resume and cover letter in MS Word to hiring@egain.com, and include the position in the subject line of the email.