Apply📍 United States, Canada
💸 127500.0 - 160000.0 USD per year
🔍 SaaS
🏢 Company: Invoca👥 201-500💰 $83,000,000 Series F over 2 years agoDigital MarketingArtificial Intelligence (AI)AdvertisingAnalyticsTelecommunications
- 5+ years customer success management experience
- 5+ years experience with B2B SaaS and enterprise software
- Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
- Experience with Conversation Intelligence technologies such as Invoca or other Call Tracking solutions, LivePerson, Sprinklr (or similar) required
- Experience working with technologies such as Adobe Analytics, Google Ads, Sitecore, Hubspot, Fullstory (or similar) required
- Experience with Genesys, Cisco, Five9 or similar Contact Center as a Service technologies
- Experience with Salesforce, Gainsight and other Software-as-a-Service preferred
- Excellent organizational and project management skills to juggle multiple priorities and effectively motivate cross-functional teams to align on execution.
- Excellent communicator with strong listening skills and technical aptitude
- Ability to build strong rapport and establish trust and credibility through a consultative approach
- BA/BS degree preferred
- A self-starter who takes the initiative to get things done
- Serve exclusively as a trusted advisor to a key customer, understand their objectives, pain points, and revenue goals. Provide guidance and solutions to help them achieve results through Invoca.
- Provide support throughout their lifecycle, ensuring customer and Invoca achievements are met through adoption, growth and renewal plans.
- Translate the strategic needs of the customer into business requirements that can be shared with partners and adjacent platforms to augment data across systems and enhance customer experience
- Understand the customer’s full organization. Develop rapport across teams to uncover business pain and strategic mapping of Invoca value to solve those challenges.
- Grow usage of Invoca’s Active Conversation Intelligence platform across accounts through proactive engagement, education, strategic touchpoints and effective planning.
- Monitor and influence product usage, customer engagement and satisfaction feedback.
- Stakeholder & project management across various stakeholder groups at the customer to ensure initiatives move forward and receive visibility & escalation where needed
- Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, professional services, marketing and product development to meet account performance objectives and customer expectations.
- Drive new business growth through customer advocacy and reference-able initiatives.
LeadershipProject ManagementSalesforceCross-functional Team LeadershipCommunication SkillsCustomer serviceExcellent communication skillsAccount ManagementStakeholder managementStrategic thinkingCustomer SuccessSaaS
Posted 30 days ago
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