Client Success Manager (2-4 yrs)

 About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

Job Overview

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 & E-Commerce. You will leverage innovative technologies to support some of the world’s leading brands.

Our Client Success Managers (CSMs) own the long-term relationship between Bazaarvoice and our clients. CSM are strategic consultants. They provide business solutions and platform optimization to their clients. CSMs also partner with Account Directors who own renewal and commercial conversations.

This role is pro-active and dynamic. Each CSM will need strategic planning skills and the ability to provide value-based messaging to articulate the tangible value of Bazaarvoice and to motivate client action. CSMs will also need to manage priorities across a varied portfolio of 70-80 accounts.

Each CSM is responsible for the care of a diverse, named portfolio of accounts in North America. CSMs leverage a variety of methods to drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion. These methods are a blend of direct, digital, live, and pre-recorded content. As a CSM, you will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.

Key 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 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 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, 1:many, and 1:1 client interactions across a diverse portfolio of SMB accounts. 

Skills and Experience Necessary for the Role:

●      Confident and solid written and verbal communication in English

●      College education – Bachelor 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 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 suites.

●      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 (KPIs definition tracking).

●      Experience with Gainsight and Salesforce a plus, but not required.

●      Working hours: 2:30pm-11:30pm IST

#LI-Hybrid #LI-SR1

Why join Bazaarvoice?

Customer is key

We see our own success through our customers’ outcomes.  

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because it’s in our DNA. 

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity. 

We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo. 

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives. 

We champion what’s best for Bazaarvoice before individuals or teams.  

As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.