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Client Success Manager, Enterprise

Customer Service
  • Customer Service
  • Anywhere

The Client Success Manager (Senior CSM – Enterprise) is a critical, client-facing role responsible for the care of a named portfolio of accounts. Using a variety of treatment models, a CSM will drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion. A CSM will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.
This role is vital in ensuring we forge ongoing and strategic relationships with our clients. You will work across all of our commerce solutions with some of the world’s leading brands and retailers in a fast-paced, high-growth environment.
**Austin based candidates preferred but remote US based candidates will be considered
Key Responsibilities

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 practicesDeliver quarterly business reviews to executive buyers and senior stakeholdersExecute 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 resultsHelp key stakeholders understand the value they are receiving from BazaarvoiceManage 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

Required Skills and Experience:

5+ years in an entry level account management or client-facing roleSkillful in time management, organizational systems, and prioritizationSkillful at presenting to executive and senior stakeholdersSufficient in meeting deadlines and expectations with minimal supervisionIntermediate experience with Microsoft Office and Google suitesConfident and solid written and verbal communicationComfortable communicating across multiple methods with both known and unknown points of contactCurious mindset and strong desire to learn

Skills and Experience that would be great to have but not required:

Experience with organic and paid social a plus, but not requiredExperience with influencer marketing a plus, but not requiredExperience with Gainsight a plus, but not required

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