Senior Customer Success Manager, Service

The Challenge

As a Senior CSM, you will collaborate with our customers, ensuring that our solutions and capabilities align with customers’ strategic business outcomes.

You will embark on a mission to enhance customer engagement, foster product adoption, elevate satisfaction levels, and cultivate advocacy;

all by aligning on mutually agreed-upon focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers’ desired outcomes, either through existing or new products and capabilities.

There won’t be any typical day in this position, but some priorities to focus on :

• Provide an outstanding experience to Coveo’s enterprise customers as they complete the sales process and transit to the care of the Customer Success Management team
• Grow customers’ depth of understanding by providing enablement on new and existing features and capabilities, translate complex concepts into easy to understand solutions
• Act as both the Domain Expert (Service & Support industry, Search, and AI) and product Superuser
• Chart a path forward for your customer to attain their goals accounting for where they are now and the best way to move forward given their industry, context and priorities.
• Advocate the customers’ needs / issues in a persuasive, concise manner, across different Coveo departments to ensure quality
• Understand their goals / outcomes and, liaise with all departments throughout the organization to ensure quality product configuration for customers in the implementation process
• Create customer advocates to generate strong references, referrals and case studies

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.

You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and very professional.

Among other things, we will be requiring :

• Strong interpersonal, communication and presentation skills
• Excellent relationship-building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
• Strong analytical skills with the ability to translate numbers into a value story
• Strong functional consultative approach to customer management
• Tech-savviness and strong technical enterprise-level computer software background supporting customers in a SaaS environment
• Ability to discuss technical concepts with C-level executives

What will really make your profile stand out :

• 5+ years of experience in a similar customer success role or in a solution consulting role
• 3+ years of experience with using CRM (Salesforce preferred) and with Self-Service, Community, and / or Contact Center solutions
• Leadership experience in contact center, technical support, knowledge management, or business operations will help you stand out
• Experience in deploying SaaS solutions will help you stand out
• Experience with BI tools is a huge plus!
• Practical application of understanding technical concepts
• Experience with Salesforce, ServiceNow, Zendesk or similar CRMs is a huge plus!
2 days ago