Customer Success Manager

The Customer Success Manager is responsible for the execution of Customer Success Management services across multiple Omilia Customers in order to ensure their well-being and successful journey with Omilia. During these Customer engagements, the CSM will be responsible for the collaboration with multiple functional teams within Omilia and any Partners involved, in order to bring the right people or people's knowledge in front of the customer at the right time and become their Trusted Advisor.

As a Customer Success Manager (CSM) at Omilia your goal in summary is to develop and maintain business relationships with our customers focused on achieving progressive business outcomes aligned with their Customer Experience (CX) vision. This work includes providing strategic recommendations, and orchestrations, and ensuring the adoption of the right strategies, products, and services are aligned to their digital journey. Also, you'll work cross-functionally with related customer management teams in Omilia to ensure the onboarding, retention, and revenue growth goals are met. We expect you to be proactive, service-oriented, and value-seeking in nature; willing to go above and beyond the call of duty, while approaching all situations in an empathetic and patient manner.

Key Responsibilities:

• Manage a portfolio of customers serving as their primary business point of contact throughout their post-sales CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans
• Link and prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive customer continuous improvement of customer advocacy measures (e.g., Net Promoter Score)
• Establish shared accountability with adjacent functions at key points of the customer journey
• Actively update customers regarding how the Omilia product roadmap will continue to support their business goals and provide feedback to Product Management
• Identify growth opportunities that result in continued revenue generation and coordinate efforts internally to evaluate and execute
• Monitor customer value and utilization trends, including regular customer “health checkups” and proactively act upon them
• Oversee ongoing management and retention, including reporting and analysis on utilization and risk evaluation
• Work mainly during the customers' core business hours with an overlap to the Eastern European timezone, starting at 8am EST, with occasional extended hours as needed
• Occasional on-call after-hours work may be required as needed by the customer for project go-lives or escalation management

Requirements

• 5+ years of work experience in customer success, strategic account management, program management, or similar customer-facing roles in technology environments
• Customer Advocate: Proven work examples of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
• Strategic Thinker: Demonstrable thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
• Collaborative: Building partnerships and working collaboratively with others to meet shared objectives
• Manages Conflict: Handling conflict situations effectively with a minimum of noise
• Active listener: Focuses on the person speaking with the intent of understanding versus self-focus and control
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences; Proficiency in creating and delivering effective presentations to internal and external customers
• Organizational Savvy: Maneuvering comfortably through complex policy, process, and people-related organizational dynamics
• Business Savvy: Proven ability to describe business concepts and benefits throughout a multi-tiered organization
• Analytical: Highly data-driven, with a commitment to process. Excited about driving and tracking a consistent engagement process with customers within your portfolio. Ability to translate analysis of complex data into meaningful information; ability to modify content appropriately to match customer needs
• A Positive attitude and a high willingness to learn are a MUST
• Travel requirements up to 20%

Nice to have:

• Familiarity with contact center technologies and CRM tools
• Familiarity with artificial intelligence and machine learning
• Bachelor’s Degree in a technology-related field

Benefits

• Fixed compensation
• Long-term employment with the working days vacation
• Development in professional growth (courses, training, etc)
• Being part of successful cutting-edge technology products that are making a global impact in the service industry
• Proficient and fun-to-work-with colleagues
• Apple gear

Omilia is proud to be an equal opportunity employer and is dedicated to fostering a diverse and inclusive workplace. We believe that embracing diversity in all its forms enriches our workplace and drives our collective success. We are committed to creating an environment where everyone feels welcomed, valued, and empowered to contribute their unique perspectives without regard to factors such as race, color, religion, gender, gender identity or expression, sexual orientation, national origin, heredity, disability, age, or veteran status, all eligible candidates will be given consideration for employment.