Customer Success Manager

As a Customer Success Manager at Broadvoice, your responsibilities include orchestrating the customer journey, identifying operational needs, promoting customer autonomy through training, and monitoring relationships to predict challenges. You also engage in upselling and cross-selling opportunities, ensuring proper alignment with internal and external stakeholders to guarantee governance throughout the process.

Broadvoice seeks candidates with 3-5 years of experience in client engagement, particularly in solution-oriented roles. Familiarity with Contact Center as a Service (CCaaS) and project management across diverse stakeholders is vital. Experience with CRM systems, strong relationship-building skills, and the ability to navigate business processes are essential qualifications for this role.

At Broadvoice, we prioritize personal and professional growth. The culture team is dedicated to cultivating a supportive environment where team members can thrive. Through continuous development initiatives and community-building activities, Broadvoice empowers its Customer Success Managers to hone their skills and advance within the company.

Working at Broadvoice offers a vibrant and collaborative atmosphere. As a remote position, you’ll connect with dedicated colleagues across global offices, fostering a culture of engagement and support. Expect a high-energy environment where teamwork is essential to achieving outstanding results and driving customer satisfaction.

Broadvoice's mission is to inspire meaningful human connections through personalized communication technology. As a Customer Success Manager, your focus will be on ensuring clients achieve their desired outcomes, promoting their autonomy, and enhancing their overall experience with our services to drive satisfaction and retention.

When managing customer relationships, I prioritize proactive engagement through regular check-ins and feedback loops. By understanding clients’ unique needs and business goals, I can tailor my support to enhance their satisfaction and retention. I believe in building trust and transparency, which leads to successful partnerships.

To identify upselling and cross-selling opportunities, I keep a pulse on customer usage patterns and satisfaction levels. By analyzing client feedback and needs, I can pinpoint additional services that would bring value to the customer, ensuring the discussions feel natural and focused on enhancing their experience.

Ensuring customer autonomy involves providing comprehensive training and resources, while consistently monitoring their progress and satisfaction. I focus on empowering clients to take charge of their use of our services, guiding them through best practices, and auditing their autonomy process to support quality outcomes.

In a previous role, I faced a challenging situation where a key customer had performance issues with our solution. I engaged with the client to fully understand their pain points, coordinated with internal teams to expedite support, and implemented a follow-up plan. This transparent communication not only resolved the issue but also strengthened our relationship.

I measure my success through key performance indicators such as client satisfaction scores, retention rates, and the growth of service adoption among clients. Regular feedback from customers is invaluable, along with analyzing the overall impact of our solutions on their business outcomes, which gives me insights into areas for improvement.

Effective tools for managing customer success include CRM platforms like Salesforce for tracking customer interactions, and project management software for collaborating with internal teams. Additionally, I find customer engagement tools such as surveys and feedback mechanisms crucial for understanding client satisfaction and enhancing support.

Handling difficult conversations involves preparation and empathy. I focus on active listening to understand the customer’s concerns and validating their feelings. Maintaining a calm demeanor and offering solutions demonstrates commitment to resolving the issues at hand. I believe this builds trust and respect.

In my previous roles, I frequently developed training sessions for customers on new systems. This included creating instructional materials and conducting hands-on workshops. I emphasize the importance of clear communication, addressing specific client needs, and providing ongoing support to ensure successful adoption.

Collaboration with cross-functional teams starts with clear communication of objectives and client needs. I ensure that relevant departments, like product and sales, are updated on client feedback and requirements. Regular meetings foster a unified approach, making it easier to address challenges and deliver cohesive support.

I am motivated by the chance to make a meaningful impact on client success. Seeing customers achieve their goals and realizing the value in our solutions fuels my passion for the role. I also thrive in environments where I can continually learn and grow, as part of a supportive team like the one at Broadvoice.