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Customer Success Manager

We are leaders in cloud-based digital customer engagement solutions. Top-rated by Gartner and Forrester, our platform delivers unparalleled value and differentiated innovation. Designed for users and infused with AI, our rich apps are organized in three hubs: messaging hub, knowledge hub, and analytics hub. Working together, they help businesses connect, solve, and optimize customer interactions across all touch points.

If your work is your play, then talk to us.


POSITION: CUSTOMER SUCCESS MANAGER

Location: Newbury, UK

Responsibilities

  • Ensure the success and happiness of the customer base
  • Serve as the primary liaison between customers and eGain to create seamless customer experience
  • Focus on growing the customer in terms of adoption and engagement
  • Revenue and retention rate responsibility for a set group of clients
  • Maximize account growth opportunities by identifying upgrades, upsells, downgrades, and renewal opportunities
  • Closely monitor At Risk accounts and ensure renewal and proper handling
  • Achieve or exceed monthly/quarterly/annual revenue and renewal targets and provide accurate individual forecast and risk analysis
  • Visit customer offices often (if appropriate) to provide creative solutions to their needs and deepen customer engagement
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewals
  • Advocate customer needs internally to improve ever changing products
  • Commitment to customer engagement activities and relationship-building
  • Work closely with Professional Services for seamless onboarding
  • Innovate ways to constantly improve operations for eGain and its customers

Skills and experience

  • 5+ years of relevant professional experience working in a contact center or working with contact center technologies to enable contact center business strategies
  • Strong empathy for customers and passion for revenue and growth
  • Excellent negotiation skills and experience coupled with a strong customer service focus
  • High level of knowledge of enterprise IT organizational, business and technical environments
  • Strong understanding of customer engagement platforms, knowledge and collaboration solutions, AI, search, eCommerce and social media
  • Demonstrated experience with Cloud, SaaS and onpremise solutions
  • Experience in information system implementation
  • Commercial experience including experience developing account management plans within complex customer engagements
  • Experience in consulting-based or analytical-based roles
  • Experience dealing with and analyzing high volumes of data
  • Ability to work with senior level executives and have excellent communication and presentation skills
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvements
  • Bachelor degree required
  • Ability to travel

To apply

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