Senior Customer Success Manager at eGain Corporation in Chicago, IL

Job description

As an eGain Customer Success Manager (CSM), you will be responsible for retaining and expanding existing customer accounts, all the while promoting adoption, customer advocacy, and high customer satisfaction. This hands-on position requires experience in successfully establishing a “trusted advisor” role working both strategically and tactically with the customer’s operational and executive teams. You must be proactive, possess excellent interpersonal and communication skills (written and spoken), effective negotiation skills, strong business acumen, and meticulous attention to detail.

Responsibilities

• Ensure retention and facilitate growth on assigned accounts with a focus on CSAT, adoption, and advocacy
• Strive for “trusted advisor” status with executive stakeholders within a customer organization (director level and above, both business and IT)
• Maximize account growth opportunities by identifying upgrades and upsells
• Closely monitor “at-risk” accounts and coordinate engagement with cross-functional teams to ensure retention
• Provide accurate and proactive visibility into individual accounts to executive management
• Achieve or exceed monthly/quarterly/annual revenue and renewal targets and provide accurate account forecast and risk analysis
• Visit customer offices often to provide creative solutions to their needs and deepen customer engagement
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities
• Advocate customer needs internally to align with product roadmap
• Commitment to customer engagement activities and building relationships
• Work closely with a diverse, cross-functional teams throughout the customer lifecycle
• Innovate ways to constantly improve operations for eGain and its customers

Must-have qualifications and skills

• Bachelor’s degree (majors in Engineering, Science, Mathematics or related field strongly preferred)
• 5+ years of relevant, customer-facing, professional experience working with technology and consulting firms
• Understanding of customer engagement platforms and knowledge and collaboration solutions
• Strong empathy for customers and passion for revenue and growth
• Excellent negotiation skills and experience coupled with a strong customer service focus
• High level of knowledge of enterprise IT organizational, business, and technical environments
• Commercial experience including in developing account management plans within complex customer engagement environments
• Experience in consulting or analytical roles
• Experience transforming high-volume data into impactful, action-based success plans
• Ability to work strategically with senior level executives as well as tactically with operational teams backed by strong communication and presentation skills
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvements
• Ability to travel (30%)

Preferred qualifications and skills

• Demonstrated experience with SaaS and on-premise solutions
• Experience in information system implementation
• Experience working in a call or contact center environment