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Principal Customer Success Manager

Posted 30 days agoViewed

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💎 Seniority level: Principal, 5+ years

📍 Location: United States, Canada

💸 Salary: 127500.0 - 160000.0 USD per year

🔍 Industry: SaaS

🏢 Company: Invoca👥 201-500💰 $83,000,000 Series F over 2 years agoDigital MarketingArtificial Intelligence (AI)AdvertisingAnalyticsTelecommunications

⏳ Experience: 5+ years

🪄 Skills: LeadershipProject ManagementSalesforceCross-functional Team LeadershipCommunication SkillsCustomer serviceExcellent communication skillsAccount ManagementStakeholder managementStrategic thinkingCustomer SuccessSaaS

Requirements:
  • 5+ years customer success management experience
  • 5+ years experience with B2B SaaS and enterprise software
  • 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
Responsibilities:
  • 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.
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