Senior Customer Success Manager

About Engageware

Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints.

About the Role

As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base.   You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required.

Key Responsibilities

• Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions


• Maintain consistent Customer engagement and communication


• Experience leading on-site strategic business reviews and executive presentations


• Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items.


• Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution


• Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups


• Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities


• Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell


• Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving


• Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc.


• Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio


• Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities


• Update and manage key metrics in the following areas for each Customer in an account portfolio:
  
  
  
  • Customer/Product health (RAG status) and overall account status
  
  
  • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend
  
  
  • Cadence
  
  
  • Account management information and statistics
  
  
  • Usage of Engageware products
  
  
  • Voice of Customer
  
  
  
  

What we’re looking for in the ideal candidate:

• Superior written and oral communication skills


• Detail oriented, meticulous record-keeping, highly organized


• Ability to manage multiple and concurrent (often competing) priorities


• Ability to understand and speak to different audiences (internal and external)


• Advanced critical thinking and problem-solving skills, focus on continuous improvement


• Proven track record in a Customer-facing role


• Exceptional collaboration skills


• Empathetic and positive attitude with a desire to make Customers successful

Qualifications

• Post-secondary degree or relevant experience


• Technical competency and aptitude with software applications, tools, and internal systems


• 8+ years in Customer Success, Account/Relationship Management, or similar roles


• Travel is required