Customer Success Director (BPO) - Remote

Overview

CallMiner seeks a skilled Customer Success Director to join our Customer Retention Team. In this role, the Customer Success Director drives business value for our key business Process Outsourcing (BPO) partners by ensuring a swift realization of benefits and expertly guiding them through the Conversation Intelligence & Automation maturity curve while optimizing a Center of Excellence.

In Short

• Manage a portfolio of BPO partners and ensure exceptional customer experiences.
• Build strong trusted advisor relationships with BPO leadership.
• Represent CallMiner as the primary point of contact for BPO partners.
• Lead onboarding and enablement programs for BPO partners.
• Implement scalable success frameworks for BPOs.
• Support sales and marketing to develop Go To Market strategies.
• Monitor platform adoption and address risks.
• Own retention and collaborate on growth opportunities.
• Identify upsell and cross-sell opportunities within the BPO ecosystem.
• Collaborate with cross-functional teams for BPO partner success.

Requirements

• Experience in customer success or account management.
• Strong understanding of BPO operations and industry.
• Excellent communication and relationship-building skills.
• Proven ability to drive adoption and retention strategies.
• Experience with Gainsight or similar tools.
• Ability to manage multiple partners and projects simultaneously.
• Strong analytical skills to track outcomes and performance.
• Proactive problem-solving abilities.
• Experience in strategic planning and execution.
• Ability to influence and advocate for partner needs.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits.
• Flexible working arrangements.
• Opportunities for professional development.
• Collaborative and innovative work environment.
• Access to the latest tools and technologies.
• Supportive team culture.
• Employee recognition programs.
• Work-life balance initiatives.
• Potential for career advancement.