Customer Success Manager

As a Customer Success Manager at Broadvoice, your daily responsibilities will include identifying customer operational needs, implementing tailored campaigns for existing customers, and ensuring a beneficial level of autonomy for clients. You'll work to identify upselling and cross-selling opportunities while also monitoring customer satisfaction. By collaborating with various internal and external stakeholders, you’ll ensure that our customers receive exceptional service and achieve their intended objectives.

To become a Customer Success Manager at Broadvoice, you should have 3-5 years of experience in driving successful client engagement and handling challenging situations. Familiarity with Contact Center as a Service (CCaaS) is vital, and experience with CRM systems such as Salesforce will be beneficial. Your ability to build strong relationships with stakeholders, including the C-suite, and navigate complex business processes will be key to your success in this role.

Broadvoice is committed to fostering personal and professional growth for its employees, including Customer Success Managers. Our vibrant culture encourages skills development through training sessions, mentorship opportunities, and community initiatives. We believe that empowering our team members directly relates to enhancing customer experiences and driving company success.

A Customer Success Manager at Broadvoice utilizes various tools to manage customer relationships effectively. Proficiency in Microsoft Office Suite for creating presentations and reports is essential. Experience with CRM systems like Salesforce and Rev.io will enhance your ability to track customer interactions, monitor progress, and analyze data for performance improvements.

At Broadvoice, the work culture is vibrant, inclusive, and focused on meaningful interaction. Our Customer Success Managers work within a supportive environment that values teamwork, collaboration, and personal contributions. With our commitment to diversity, equity, and inclusion, you’ll find a workplace where your voice is heard and where we prioritize building lasting relationships for shared success.

In your response, highlight specific examples of how you successfully engaged clients in previous roles. Mention strategies you’ve used to understand their needs and how you maintained strong relationships to drive satisfaction and retention.

Explain your approach to conflict resolution, emphasizing your ability to remain calm and solution-focused. Discuss a specific instance where you turned a challenging situation into a positive outcome for the customer.

Discuss methods you’ve implemented to empower customers, such as providing tailored training sessions and resources. Share your belief in equipping clients with the skills necessary for self-sufficiency.

Highlight your process for understanding customer needs and how you analyze their usage data to identify further services or products that could add value to their experience.

Demonstrate your organizational skills by describing your process for assessing urgency and importance. Explain how you ensure timely responses and maintain high levels of service across all accounts.

Discuss the importance of collaboration with other departments and your ability to communicate effectively with stakeholders to ensure customer satisfaction. Provide examples of successful teamwork in your previous roles.

Demonstrate your knowledge of Broadvoice's mission, values, and the specific services offered, showcasing your understanding of how these products enhance communication for clients.

Talk about the importance of trust and effective communication. Share your strategies for engaging senior-level stakeholders and ensuring their expectations are met.

Share a detailed account of a project that required you to coordinate between different teams and stakeholders. Highlight your leadership skills and how you ensured the project’s success through effective collaboration.

Explain the key performance indicators you focus on, such as customer satisfaction scores, retention rates, and engagement metrics. Discuss how you adapt strategies based on these measurements to continuously improve the customer experience.