Senior Customer Success Manager

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    "description": "<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">About Engageware</span></span></p>\n<p><span style=\"font-size: 12pt\">Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.</span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">About the Role</span></span></p>\n<p><span style=\"font-size: 12pt\">As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base.   You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required. </span></p>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Key Responsibilities</span></span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions</span></li>\n<li><span style=\"font-size: 12pt\">Maintain consistent Customer engagement and communication</span></li>\n<li><span style=\"font-size: 12pt\">Experience leading on-site strategic business reviews and executive presentations</span></li>\n<li><span style=\"font-size: 12pt\">Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.</span></li>\n<li><span style=\"font-size: 12pt\">Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution</span></li>\n<li><span style=\"font-size: 12pt\">Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups</span></li>\n<li><span style=\"font-size: 12pt\">Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities</span></li>\n<li><span style=\"font-size: 12pt\">Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell</span></li>\n<li><span style=\"font-size: 12pt\">Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses &amp; business problem-solving</span></li>\n<li><span style=\"font-size: 12pt\">Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.</span></li>\n<li><span style=\"font-size: 12pt\">Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio</span></li>\n<li><span style=\"font-size: 12pt\">Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities</span></li>\n<li><span style=\"font-size: 12pt\">Update and manage key metrics in the following areas for each Customer in an account portfolio:</span>\n<ul>\n<li><span style=\"font-size: 12pt\">Customer/Product health (RAG status) and overall account status</span></li>\n<li><span style=\"font-size: 12pt\">Track customer metrics to ensure upward trends; create mitigation plans when metrics descend</span></li>\n<li><span style=\"font-size: 12pt\">Cadence</span></li>\n<li><span style=\"font-size: 12pt\">Account management information and statistics</span></li>\n<li><span style=\"font-size: 12pt\">Usage of Engageware products</span></li>\n<li><span style=\"font-size: 12pt\">Voice of Customer</span></li>\n</ul>\n</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">What we’re looking for in the ideal candidate:</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">5 years as a CSM supporting customers in Financial Services and Wealth Management vertical</span></li>\n<li><span style=\"font-size: 12pt\">Superior written and oral communication skills</span></li>\n<li><span style=\"font-size: 12pt\">Detail oriented, meticulous record-keeping, highly organized</span></li>\n<li><span style=\"font-size: 12pt\">Ability to manage multiple and concurrent (often competing) priorities</span></li>\n<li><span style=\"font-size: 12pt\">Ability to understand and speak to different audiences (internal and external)</span></li>\n<li><span style=\"font-size: 12pt\">Advanced critical thinking and problem-solving skills, focus on continuous improvement</span></li>\n<li><span style=\"font-size: 12pt\">Proven track record in a Customer-facing role</span></li>\n<li><span style=\"font-size: 12pt\">Exceptional collaboration skills</span></li>\n<li><span style=\"font-size: 12pt\">Empathetic and positive attitude with a desire to make Customers successful</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Qualifications</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Post-secondary degree or relevant experience</span></li>\n<li><span style=\"font-size: 12pt\">Technical competency and aptitude with software applications, tools, and internal systems</span></li>\n<li><span style=\"font-size: 12pt\">8+ years in Customer Success, Account/Relationship Management, or similar roles</span></li>\n<li><span style=\"font-size: 12pt\">Travel is required</span></li>\n</ul>",
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