Customer Success Manager

This role is vital in ensuring Bazaarvoice customers receive the maximum possible value from their contracted services and achieve stated goals in the areas of social and e-commerce. You will leverage innovative technologies to support some of the world's leading brands.

Responsibilities:

• Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations, including marketing, merchandising, customer service, product development, and distribution relationships.
• Observe and track trends across portfolio analytics to recommend best practices.
• Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, etc. ).
• Discover and influence the client's internal metrics for success working with
• Bazaarvoice, and ensure the client knows how to achieve and measure those results to maximize ROI.
• Help key stakeholders and the client C-level team understand the value they are receiving from Bazaarvoice.
• Manage client health by identifying and documenting risks and working with cross-functional team members to develop successful client outcomes.
• Promote new feature adoption to enhance client satisfaction and program performance.
• Prioritize and effectively blend tech-driven, many, and 1:1 client interactions across a diverse portfolio of SMB accounts.

Requirements:

• Confident and solid written and verbal communication in English.
• College bachelor's degree or equivalent.
• 2-5 years of experience in account management or client success roles with US and EU clients, ideally within software, online, and/or other marketing/e-commerce technologies.
• Skillful in time management, organizational systems, and prioritization.
• Ability to manage a high volume of accounts and directly own client relationships concurrently.
• Sufficient in meeting deadlines and expectations with minimal supervision.
• High level of comfort with Microsoft Office and Google Suite.
• Outstanding oral, written, and client-facing presentation skills.
• Comfortable communicating across multiple methods with both known and unknown points of contact, including C-level executives.
• Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.
• Curious mindset and strong desire to learn.
• Customer-centric oriented with a focus on delivering value (KPI definition and tracking).
• Experience with Gainsight and Salesforce is a plus, but not required.