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The Client Success Manager (CSM) is a critical, client-facing role responsible for the care of a named portfolio of accounts in the UK&I, Nordics and Middle East region. Using a variety of treatment models, a CSM will drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion through value articulation. A CSM will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.
Primary Duties of the Role:
- Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations including marketing, merchandising, customer service, product development, and distribution relationships.
- Observe and track trends across portfolio to develop best practices
- Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, Matik, etc)
- Discover and influence client’s internal metrics for success working with Bazaarvoice, and ensure the client knows how to achieve and measure those results
- Help key stakeholders understand the value they are receiving from Bazaarvoice
- Manage client health by identifying, documenting and working with cross-functional team members to mitigate risk and develop successful client outcomes
- Promote new feature adoption to enhance client satisfaction and program performance
- Prioritize portfolio to effectively manage bandwidth and customer prioritization.
Skills and Experience Necessary for the Role:
- 3-5 years in an account management or client-facing role
- Skillful in time management, organizational systems, and prioritization
- Sufficient in meeting deadlines and expectations with minimal supervision
- Basic experience with Microsoft Office and Google suites
- Confident and solid written and verbal communication
- Comfortable communicating across multiple methods with both known and unknown points of contact
- Curious mindset and strong desire to learn
- Experience with Gainsight a plus, but not required
- Experience with software, online and/or other marketing/eCommerce technologies a plus, but not required
- This role is vital in ensuring we forge ongoing and strategic relationships with our clients. You will work in a vibrant and exciting area of e-commerce with brands and retailers in a fast-paced, high-growth environment.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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