Strategic Customer Success Manager - Google Alliance

Opportunity

We are looking for an experienced and skilled Strategic Customer Success Manager to join our team to support many of our strategic partners and customers. The Strategic CSM is a partner-facing role focused on working with partners and customers to help them drive customer value and success through optimal utilization of the UJET platform. This is accomplished by ensuring partners and customers realize and experience value from UJET, monitoring indicators of partner as well as customer health, addressing partners concerns, and helping them better use our technology/platform to meet their corporate goals and objectives. With established trust and loyalty, this role seeks to naturally progress and expand the relationship to help partners identify potential up-sell and cross-sell opportunities. This role is also responsible for driving product adoption during the customer journey to result in frictionless renewal growth. We are looking for an analytical thinker, with a background working with Enterprise partners and customers, who will strategize and manage the needs of his/her customer portfolio, while collaborating with the internal UJET team. The role requires strong product and contact center understanding as well as excellent customer-facing and, and negotiation skills.

Responsibilities

• Develop and execute customer and partner journey plans to ensure customers and partners view the UJET as part of their strategic product offerings.
• Execute success plans during the customer lifecycle, leveraging metric analysis and upsells
• Make and present Executive Business Reviews to customer stakeholders including partner executive teams
• Work closely cross-functionally to assure customers are meeting pre-defined success goals for ROI
• Customer and partner advocate to collect customer and partner feedback, relay them cross-functionally to Google Account Teams, Google and UJET Product teams, UJET Engineering, Google and UJET Support and the UJET Executive team to ensure seamless collaboration and customer delight
• Understand and speak to our customers’ and partners’ long-term and short-term business goals, contact-center related and otherwise
• Proactively coordinate with our internal support team to solve any outstanding product, data, or configuration related issues
• Ensure a consistent cadence with customers to align and deliver on priorities

Requirements

• Technical aptitude and expertise with cloud technology
• 4-5 years of relevant experience (preferably in SaaS)
• 3-4 years experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software
• Ability to work in a fast-paced startup environment and maintain composure and tact in high pressure situations
• Excellent written and verbal communication skills
• Proven track record of strong internal and external relationships
• Passion for providing services and experiences that exceed expectations
• Self-driven, curious, focused and motivated
• Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer, a plus
• Team-oriented with a dedication to forward-thinking and creative problem solving
• Ability to CHALLENGE and inspire customer adoption of the UJET platform
• Confidence in speaking to technical audiences with an executive and prescriptive presence
• Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
• Bachelor's degree or equivalent experience