The Client Success Manager (CSM – SMB Managed) is a critical, client-facing role responsible for the care of a named portfolio of accounts. Using a variety of treatment models, a CSM will drive adoption, increase satisfaction, mitigate risk, and identify opportunities for expansion. A CSM will use strategic recommendations to drive value in our partnership and help our clients achieve their desired business outcomes.
This role is vital in ensuring we forge ongoing and strategic relationships with our clients. You will work in a vibrant and exciting area of social commerce with some of the world’s leading brands and retailers in a fast-paced, high-growth environment.
***Austin based candidates preferred but remote US based candidates will be considered
Key Responsibilities:
- Advise clients on strategies to maximize the value of their Bazaarvoice products and solutions by incorporating user-generated content into online and offline operations including marketing, merchandising, customer service, product development, and distribution relationships.
- Observe and track trends across portfolio to develop best practices
- Execute high-value activities and manage client lifecycle across a significant portfolio using productivity tools (Salesforce, Gainsight, Matik, etc)
- Discover and influence client’s internal metrics for success working with Bazaarvoice, and ensure the client knows how to achieve and measure those results
- Help key stakeholders understand the value they are receiving from Bazaarvoice
- Manage client health by identifying, documenting and working with cross-functional team members to mitigate risk and develop successful client outcomes
- Promote new feature adoption to enhance client satisfaction and program performance
- Prioritize portfolio to effectively blend tech-driven, 1:many, and 1:1 client interactions
Skills and Experience Necessary for the Role:
- 3-5 years in an entry level account management or client-facing role
- Skillful in time management, organizational systems, and prioritization
- Sufficient in meeting deadlines and expectations with minimal supervision
- Basic experience with Microsoft Office and Google suites
- Confident and solid written and verbal communication
- Comfortable communicating across multiple methods with both known and unknown points of contact
- Curious mindset and strong desire to learn
- Experience with Gainsight a plus, but not required
- Experience with software, online and/or other marketing/eCommerce technologies a plus, but not required
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What We Do
Each month in the Bazaarvoice Network, more than a billion consumers create, view, and share authentic user-generated content including reviews, questions and answers, and social photos across more than 11,500 global brand and retailer websites. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions help brands and retailers reach in-market shoppers, personalize their experiences, and give them the confidence to buy.
