Customer Success Manager, Q for sales, Conversational Intelligence 2.0

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 is seeking a Customer Success Manager (CSM) to support our clients as they transition from sales prospects to active users of Uniphore’s Q for Sales product, the only sales solution to offer real-time and post-call sentiment, engagement, and EQ-based conversational intelligence for revenue teams. As a CSM you will ensure our partners are set up for success right from the start, guiding them through deployment and roll out of our SaaS solution. In collaboration with the Account Executive 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 passionate about scaling businesses. You will be responsible for onboarding new users and enabling them to integrate Uniphore’s Q for Sales solution, 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 Account Executive 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 cross-functional teams in a timely manner while maintaining a customer-first mentality 
• 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  
• Partner with Marketing on client success stories and use case libraries 
• Maintain responsibility for client retention while identifying upsell and cross-sell opportunities 
• Help scale the business by building and improving playbooks 
• Willingness to travel up to 25% of the time 

Qualifications

• 7+ years of experience in Customer Success, 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 
• Experience presenting to and building relationships with a variety of stakeholders, including C-Suite  
• Strong organizational skills, including 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 
• Excellent verbal and written communication skills 
• Minimum of a Bachelor's degree or MBA preferred 

$120,000 - $200,000 a year

Compensation & Benefits

The anticipated base salary hiring range for this position is:  

California: $120,000 base + $200,000 target variable

Non- California: $120,000 base + $200,000 target variable

The specific rate will depend on the successful candidate's qualifications and prior experience.

In addition to competitive base + variable, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life. 

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

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