Marvin Love and AssociatesBoston, 10 mi from Waltham (MA)
Area Director of Sales at a Leading Hospitality Company
Join a renowned hospitality company dedicated to creating unforgettable experiences in Tennessee. With plans to expand our resort portfolio, we're seeking an Area Director of Sales to lead our...
Booz Allen HamiltonLexington
Cloud Application Migration Project Manager. As an Application Migration Program Manager, you know how to take advantage of cloud. Experience with project management tools, including Jira, Trello, or Asana. Knowledge of project management methodologies, including Agile, Waterfall, and DevOps.
...
Heart of the House HospitalityBoston, 10 mi from Waltham (MA)
Heart of the House Hospitality* is seeking a *Bilingual Account Manager* for our *Boston Market.* Come grow your career with a team that is passionate about hospitality, putting people first, and safety.*When you work for Heart of the House...
Team WorldwideBoston
Interested individuals should have relevant experience in freight forwarding sales, customer service and operations. ...
FreightTASBoston
General Manager (Freight Forwarding). We are seeking a dynamic and experienced General Manager with a strong background in freight forwarding to lead our team and drive the continued success of ITG Boston. The General Manager will oversee all aspects of operations, with a particular emphasis on frei...
Panera Bread (PR Management Corp)Waltham (MA)
to ‘Rise Above the Rest' and begin a fulfilling career in food & hospitality in a leadership role, connect with us today for an immediate interview!
Responsibilities:
• Provide the highest-quality customer service to our guests
• Enthusiastic...
Panera Bread (PR Management Corp)Waltham (MA)
to ‘Rise Above the Rest' and begin a fulfilling career in food & hospitality in a leadership role, connect with us today for an immediate interview!
Responsibilities:
• Provide the highest-quality customer service to our guests
• Enthusiastic...
AttensiBoston, 10 mi from Waltham (MA)
countries and in 50 different languages.
We work with some of the largest professional services, consulting, hospitality, leisure retail, and pharmaceutical brands in the world including Circle K, Starbucks, BSH, Delivery Hero, Costa Coffee, The Boston...
Get new jobs by email!
Get email updates for the latest Hospitality jobs in Waltham (MA)
It's free, and you can cancel email updates at any time
Customer Success Manager
CallMiner | Waltham | Full-time | apply.workable.com |
CallMiner is searching for a skilled Customer Success Manager to join our success team.
Customer Success Managers are driven by the pursuit of business value for their customers. They
are responsible for ensuring speed to value and expertly coaching their customers through the
Conversation Intelligence maturity curve. They’re accountable to balance & prioritize the
tactical & strategic customer needs to ensure healthy GRR & Net$Ret forecasts & results.
Primary Responsibilities
• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.
• Responsible to retain & grow a book of business more than $2.0Mil.
• Know your customer. Learn each customer's business processes and KPIs to determine how conversation analytics can be used to improve them.
• Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes.
• Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes.
• Ability to locate and provide resources to customers and challenge perceptions, where appropriate to guide them in defining, building, and measuring conversation analytics use cases.
• Establish and maintain knowledge of platform capabilities and how those map to business value outcomes.
• Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues.
• Coordinate with customer advocates to provide references & case studies for sales and marketing teams.
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives.
• Identify customers' business needs to protect, retain, and increase revenues.
• Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly.
• Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities.
• Leverage your resources, both team members and knowledge base, to become a productive member of the team.
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars.
• Communicate effectively with other internal team members to ensure resolution of problems.
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity.
• Influence the product roadmap through participation in Product Meetings.
Requirements
Required Skills & Qualifications
• 2+ years professional experience.
• Bachelor's degree in a business-related major or equivalent work experience.
• Experience developing and managing B2B customer relationships.
• Ability to manage customer expectations and be assertive, persistent, and persuasive.
• Excellent communicator with strong written and verbal communication.
• Demonstrated ability to understand customer requirements.
• Ability to effectively prioritize workload and manage changes in priority and direction.
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software.
• Based out of our Boston, MA office or remote.
• 10% travel.
Preferred Skills
• 2+ years in conversation analytics and/or contact center technology solutions experience.
• 2+ years of SaaS experience.
• Previous Customer Success experience.
Benefits
About CallMiner
CallMiner is the global leader in conversation intelligence. Powered by AI (Artificial Intelligence) and ML (Machine Learning), CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale.
We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change across their organization. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.
Forrester named CallMiner as the leader in conversational intelligence in the Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023 report.
CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together.
We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.
Our strong commitment to a positive workplace has earned us the recognition of a 2022 Top Place to Work by Boston Globe and a 2022 Top Workplace USA by Energage.
Benefits + Perks
At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide coverage options and flexibility to meet both individual and family needs.
This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO (Paid Time Off) including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.
We are an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.
Customer Success Managers are driven by the pursuit of business value for their customers. They
are responsible for ensuring speed to value and expertly coaching their customers through the
Conversation Intelligence maturity curve. They’re accountable to balance & prioritize the
tactical & strategic customer needs to ensure healthy GRR & Net$Ret forecasts & results.
Primary Responsibilities
• Manage the customer experience from sales handoff through post-sales onboarding & adoption for assigned customers.
• Responsible to retain & grow a book of business more than $2.0Mil.
• Know your customer. Learn each customer's business processes and KPIs to determine how conversation analytics can be used to improve them.
• Collaborate and assist customer program team to identify, plan and execute their company's strategic analytical objectives using standard change management processes.
• Work with customer executive sponsor and program lead to ensure that each business initiative is in support of a strong value story mapped to strategic objectives, while reporting on progress to drive successful outcomes.
• Ability to locate and provide resources to customers and challenge perceptions, where appropriate to guide them in defining, building, and measuring conversation analytics use cases.
• Establish and maintain knowledge of platform capabilities and how those map to business value outcomes.
• Identify issues & conflicts to diffuse and, if necessary, provide an escalation path to ensure swift resolution of customer issues.
• Coordinate with customer advocates to provide references & case studies for sales and marketing teams.
• Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary strategic business objectives.
• Identify customers' business needs to protect, retain, and increase revenues.
• Work with leadership to drive account retention by actively managing renewal process, identifying risks, escalating when appropriate and working save and close plans accordingly.
• Work with leadership to identify, qualify, and position business case for upsell and cross sell opportunities.
• Leverage your resources, both team members and knowledge base, to become a productive member of the team.
• Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars.
• Communicate effectively with other internal team members to ensure resolution of problems.
• Effectively and accurately use and maintain all sales and operational tools in managing customer account activity.
• Influence the product roadmap through participation in Product Meetings.
Requirements
Required Skills & Qualifications
• 2+ years professional experience.
• Bachelor's degree in a business-related major or equivalent work experience.
• Experience developing and managing B2B customer relationships.
• Ability to manage customer expectations and be assertive, persistent, and persuasive.
• Excellent communicator with strong written and verbal communication.
• Demonstrated ability to understand customer requirements.
• Ability to effectively prioritize workload and manage changes in priority and direction.
• Must be computer literate; have experience using Microsoft Office Suite and other customer centric software.
• Based out of our Boston, MA office or remote.
• 10% travel.
Preferred Skills
• 2+ years in conversation analytics and/or contact center technology solutions experience.
• 2+ years of SaaS experience.
• Previous Customer Success experience.
Benefits
About CallMiner
CallMiner is the global leader in conversation intelligence. Powered by AI (Artificial Intelligence) and ML (Machine Learning), CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale.
We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change across their organization. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.
Forrester named CallMiner as the leader in conversational intelligence in the Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023 report.
CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together.
We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.
Our strong commitment to a positive workplace has earned us the recognition of a 2022 Top Place to Work by Boston Globe and a 2022 Top Workplace USA by Energage.
Benefits + Perks
At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide coverage options and flexibility to meet both individual and family needs.
This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO (Paid Time Off) including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.
We are an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.
Best jobs you don't want to miss: