Customer Success Manager - Remote

Overview

Calabrio is seeking a high touch, enterprise level Customer Success Manager to join our growing Revenue organization! In this role, the CSM is directly accountable for your customers' successful product deployment, adoption, retention, and advocacy. The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!

In Short

• Customer Engagement
• Business partner to the customer
• Present to stakeholders the opportunities and usage of the contact center. Engaged with all levels in the customer business
• Stakeholder mapping and decision maker analysis. Close relationships with all identified
• Expansion of thinking and progressive strategies within the contact center
• Adoption of Product
• Drive adoption to Calabrio products to insure depth of knowledge and expansion within the product portfolio.
• Tie together the needs of the customer with the solutions of the product suite
• Recommend next steps / long term strategies
• Sales
• Identify and close upsell / cross sell opportunities
• Retain & renew customers
• Create advocates for Calabrio; Referenceable accounts, case study participants, etc
• Internal Influencer
• Partner across internal Calabrio experts to provide additional consulting / sales / demonstration of products. Know when to pull in experts

Requirements

• Bachelor's degree or equivalent, relevant working experience
• 5+ years of Account Management, Business Development, Customer Success or similar background, preferably within a SaaS organization
• Knowledge and experience of the contact center space, 1 or more of the WFO products (WFM, QM, Analytics or Reporting)
• Consultative style and approach. Ability to understand needs of customer and translate into practical application(s)
• Sales solutions – identify needs and support the expansion of the customer.
• Ability to forecast expansion opportunities and business impact.
• Internal influence, collaboration to achieve results
• Financial & contract acumen to manage core accounts, account receivables, terms and conditions of contracts
• Proactive and professional communication

Benefits

• Calabrio People are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent
• Workplace diversity and ensuring an environment of mutual respect.
• Comprehensive benefits for various life circumstances and needs.
• Great opportunities for career development.
• Balanced work-life to achieve personal and professional success.