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Senior Customer Success Manager

eGain customer engagement solutions deliver digital transformation for leading brands – powered by virtual assistance, AI, knowledge, and analytics. Our comprehensive suite of applications help clients deliver memorable, digital-first customer experiences in an omnichannel world. To find out more about eGain, visit https://www.egain.com.


POSITION: SENIOR CUSTOMER SUCCESS MANAGER

Location: Chicago, Denver, or Atlanta-based preferred, US

Experience: 5+ years in a customer facing, consulting role

Job description

As an eGain Sr Customer Success Manager (CSM), you will be responsible for retaining and expanding existing customer accounts, all the while promoting adoption, customer advocacy, and high customer satisfaction. This hands-on position requires you to successfully establish a “trusted advisor” role, working both strategically and tactically with customer operational and executive teams. You must be proactive, possess excellent interpersonal and communication skills (written and spoken), have an attention to detail, excellent negotiation skills, and a strong business acumen.

Responsibilities

  • Ensure retention and facilitate growth on assigned accounts with a focus on CSAT, adoption, and advocacy
  • Strive for “trusted advisor” status with executive stakeholders within a customer organization (Director level and above, both business and IT)
  • Maximize account growth opportunities by identifying upgrades and upsells
  • Closely monitor “at-risk” accounts and coordinate engagement with cross-functional teams to ensure retention
  • Provide accurate and proactive visibility into individual accounts to executive management
  • Achieve or exceed monthly/quarterly/annual revenue and renewal targets and provide accurate account forecast and risk analysis
  • Visit customer offices often to provide creative solutions to their needs and deepen customer engagement
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities
  • Advocate customer needs internally to align with product roadmap
  • Commitment to customer engagement activities and relationship building
  • Work closely with diverse, cross-functional teams throughout the customer lifecycle
  • Innovate ways to constantly improve operations for eGain and its customers

Must have qualifications and skills

  • Bachelor’s degree (majors in Engineering, Science, Mathematics, or related field strongly preferred)
  • 5+ years of relevant, customer-facing, professional experience working with technology and consulting
  • Strong understanding of Customer Engagement platforms, Knowledge and Collaboration solutions
  • 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
  • Commercial experience, including experience of developing account management plans within complex customer engagements
  • Experience in consulting or analytical-based roles
  • Experience transforming high-volume data into impactful, action-based success plans
  • Experience of dealing with and analyzing high volumes of data
  • Ability to work strategically with senior level executives and tactically with operational teams through 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
  • Ability to travel (30%)

Preferred qualifications and skills

  • Demonstrated experience with SaaS and on-premise solutions
  • Experience in information system implementation
  • Experience working in a call or contact center environment

To apply

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