Lead Client Success Manager

Bazaarvoice • Austin, TX

2d • Hybrid

About The Position

The Lead Client Success Manager serves as the primary post-sale point of contact for clients / customers. Uses in-depth knowledge of client industry and / or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products / services. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) / services. May recommend specific solutions to achieve customer’s desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products / services; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and / or Support. May or may not be on a sales incentive plan that is based on individual and / or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.

Requirements

• Significant experience with account management with attention to retention and revenue growth, ideally with another SaaS or e-commerce platform
• Excellent relationship building skills and proven experience cultivating productive executive champion relationships
• Ability to compel clients and internal stakeholders to act, and to hold them accountable to their commitments
• Demonstrated ability to manage multiple enterprise accounts concurrently
• Demonstrated ability to manage multiple work streams simultaneously and efficiently
• Attention to detail, highly organized, with an absolute focus on quality of work
• Strong team player with a “client-centric†attitude
• Outstanding oral and written communication skills
• Bachelor’s degree and a minimum of 10 years of work experience in a client services or account management role managing Fortune 1000 clients

Nice To Haves

• Marketing program management experience preferred

Responsibilities

• Discover and influence the client's internal metrics for success of their Bazaarvoice program and ensure the client knows how to achieve and measure those results.
• Conduct regular Executive Business Reviews to help executive stakeholders understand the value they’re receiving from Bazaarvoice.
• Act as the business success expert in educating, guiding, and supporting clients, partnering with them to effectively develop their User Generated Content (UGC) programs.
• Engage in consistent, proactive client engagements to positively impact customer loyalty and revenue growth.
• Work across the organization as the customer’s champion to advocate for their needs and ensure company alignment in support of your customers.
• Act as a trusted advisor to develop and nurture customers to become strong advocates on behalf of Bazaarvoice.
• Manage client lifecycle across a portfolio of named accounts.
• Exemplify client centricity by serving customers above and beyond their expectationsManage client health by identifying, documenting, and working with multiple teams to mitigate risk and increase client satisfaction.

Benefits

• Customer is key
• We see our own success through our customers’ outcomes.
• We approach every situation with a customer first mindset.
• Transparency & Integrity Builds Trust
• We believe in the power of authentic feedback because it’s in our DNA.
• We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
• Passionate Pursuit of Performance
• Our energy is contagious, because we hire for passion, drive & curiosity.
• We love what we do, and because we’re laser focused on our mission.
• Innovation over Imitation
• We seek to innovate as we are not content with the status quo.
• We embrace agility and experimentation as an advantage.
• Stronger Together
• We bring our whole selves to the mission and find value in diverse perspectives.
• We champion what’s best for Bazaarvoice before individuals or teams.
• As a stronger company we build a stronger community.
• Commitment to diversity and inclusion
• Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities.
• Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance.
• Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 251-500 employees