Technical Customer Success Manager (Remote)

POSITION DETAILS: 

TITLE: Technical Customer Success Manager 

LOCATION: Remote 

DEPARTMENT: Operations 

REPORTS TO: Director, Customer Success  

PERCENTAGE OF TRAVEL: Up to 10% 

POSITION SUMMARY: 

Broadvoice is looking for an experienced Technical Customer Success Manager to join our growing team. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Broadvoice’s customers to their desired outcomes, and drive value. By monitoring health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.  

YOUR DAY-TO-DAY: 

• Focus will be on managing relationships with CCaaS Customers.  
• Preparing and leading onboarding new users and identifying opportunities for product and service improvements. 
• Partner with key stakeholders internally and externally to ensure clients are maximizing the product and its features.  
• Strategically and innovatively solving problems as client and business issues arise.  
• Provide timely technical and product support. Dealing with escalations, ticket resolution & feature requests. 
• Strengthen the client’s relationship health post-sale by deeply embedding in the accounts to drive engagement.  
• Serve as a client advocate and drive high retention rates. Understand the customer’s business initiatives and map them to Broadvoice’s portfolio of products and services. Create, execute, and deliver a strong client engagement strategy, informed by the customer’s overall account strategy. Including the execution of services provided to the client. 
• Develop and maintain formal and informal customer relationships through check-ins; partnership reviews; and the delivery of other value-added services based on the mutually agreed upon engagement plan with the client. Align with the customer champion on the account strategy by meeting with them regularly to discuss account health, value driven metrics, engagement levels and to share potential new opportunities for the customer to receive value from the partnership. Orchestrate the quality and timely delivery of products and services purchased by working with the relevant partners in product, support, research, etc. to ensure client success measures are met.  

WHAT YOU BRING TO THE TEAM: 

• 3+ years’ experience in driving successful solution-oriented client engagement. 
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.  
• Experience in Unified Communications as a Service (UCaaS) or other comparable telephony industry (ex: Contact Center as a Service (CCaaS) preferred.  
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.  
• Experience building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.  
• Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations. 
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.  
• A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.  
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations. 
• Experience with CRM systems (Salesforce, Rev.io, etc.) 

ABOUT US: 

We are a growing cloud communication company with a passionate team on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.   

Broadvoice has been recognized by Deloitte Technology Fast 500 and Inc 5000 Fastest Growing Private Companies. Our employees enjoy comprehensive benefits packages including paid vacation and holidays, plus many other perks.  The compensation range for this role is up to 75k. 

Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions.