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Customer Care Manager (#2000524)

Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.

At Uniphore, we believe companies that best understand and act on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation, and RPA (Robotic Process Automation) with a business user-friendly-UX (User Experience) in a single integrated platform to transform and democratize customer experiences across industries.

Uniphore, the global leader in Conversational Service Automation, is seeking a Customer Care Manager (CCM) to support our clients as they transition from sales prospects to active users of our solutions. As CCM you will ensure our partners are set up for success right from the start, guiding them through deployment and roll out of our SaaS solutions. In collaboration with the Client Partner and Solution Architect teams, this key role will drive adoption by learning customer goals and providing solutions on how to achieve them.

We’re looking for driven people with a customer-first mentality and a focus on delivering value to our client businesses. You will be responsible for onboarding new users and enabling them on the integration of Uniphore’s solutions, acting as trusted advisors to identify upsell and cross-sell opportunities. As the voice of the customer, you will keep users engaged as well as providing feedback to our sales and technical teams on common behaviors on our solutions.

Responsibilities:

Ensure successful deployment of our SaaS platform at clients signed by the Client Partner team
Work with customers to jointly establish goals and metrics used to evaluate progress to ensure maximum success.
Be the voice of the customer: Provide feedbacks to internal XFN teams in a timely manner
Carry renewal quota
Identify upsell and cross-sell opportunities.
Create a community of Uniphore champions
Enrich this community via virtual and in-person events
Partner with Marketing on client success stories and use case libraries
Train the trainers: make our champions super users of our platform so they can enable their internal colleagues to take full advantage of what we offer
Host Webinars to train at scale
Responsible for client retention
Willingness to travel up to 25% of the time

Minimum Qualifications:

7+ years of customer success experience, Product Adoption, Change Management or Project Management.
Well versed in Sales Applications, cloud-based services, video AI and web conferencing solutions and how they are used by customers.
Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together.
Validated success in post-sales adoption of SaaS offers to market
Versatility in B2B enterprise technology and SaaS solutions for medium to large enterprises
Minimum of a Bachelor's degree or MBA preferred

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore delivers business value using Conversational Automation, please visit www.uniphore.com

Uniphore Software Systems Glassdoor Company Review

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