Position Overview:

Customer Success is vital to our long-term profitability. To succeed our customers must receive clear value from our service. Need a senior executive to own driving success for our customers. This role includes responsibilities for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).

Drive Customer Success Outcomes

Increase renewal rates and reduce churn

Expand and drive revenue in accounts through cross-sell and up-sell 

Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

Map customer journey

Develop listening points in journey (e.g., usage, satisfaction, etc.)

Standardize interventions for each point in journey

Contribute to define segmentation of customer base and varying strategies

Identify opportunities for continuous improvement

Learn from best practices in industry

Manage Customer Success Activities

Onboarding

Training

Customer Success Management

Renewals

Cross-sell / Up-sell

Advocacy

Measure Effectiveness of Customer Success

Define operational metrics for team

Establish system for tracking metrics

Create cadence for review within team

Expose subset of metrics to executive team, company, and board

Lead World-class Customer Success Team

Recruit experienced leaders for each functional role

Attract high potential individual contributors into team

Create rapid onboarding process for new team members

Foster collaboration within team and across customer lifecycle

Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

Support systems

Customer marketing software

Reference and advocacy solutions

Customer Success Management platform

Inspire Customer Success Across Company

Create/contribute to company-wide culture of Customer Success

Align with Marketing around to existing clients

Align with Product around product roadmap.

Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

Align with Finance around measurement and forecasting

Align with Executive Team around key metrics and objectives

Drive company-wide definition of ideal customer

Create company-wide customer feedback loop

Required Experience/Skills:

5+ years’ experience in leading a global customer-facing organization

Extensive SaaS experience driving 1B in pre / post sales

Ability to manage influence through persuasion, negotiation, and consensus building

Ideally combined background of post-sale and sales experience.

Strong empathy for customers AND passion for revenue and growth

Deep understanding of value drivers in recurring revenue business models

Analytical and process-oriented mindset

Demonstrated desire for continuous learning and improvement

Enthusiastic and creative leader with the ability to inspire others

Excellent communication and presentation skills

Relevant Bachelor’s degree; preference for computer science or related degrees

Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com