Digital CSM

Jobtailor; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Job summary

Bazaarvoice in Bengaluru is seeking a Client Success Manager to join its Digital Client Success team. This role is pivotal in ensuring clients receive exceptional strategy and support using Bazaarvoice's product solutions.

The ideal candidate will have over a year of client-facing experience and a strong understanding of social media platforms. You will actively contribute to driving successful outcomes for clients while embracing a customer-first mindset.

Qualifications

• 1+ year of experience in a client-facing role.
• Confident written and verbal communication skills.
• College education – Bachelor degree or equivalent.
• Knowledge of social media platforms such as Instagram and TikTok.

Responsibilities

• Monitor and resolve client requests related to products.
• Educate clients on user-generated content programs.
• Provide best practices for maximizing value.
• Assess client health and inform outreach strategies.
• Deliver training and demo content to customers.

Skills

Client-facing experience

Written and verbal communication in English

Knowledge of social media platforms

Time management and organizational skills

Relationship building skills

Customer-centric orientation

Education

Bachelor degree or equivalent

Tools

Microsoft Office Suite

Google Suite

Job description

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US, Australia, India, Lithuania, France, Germany and the UK!

Who We Want:

Bazaarvoiceis looking for a Client SuccessManagerto join the Digital Client Success team. This team member acts as an integral escalation point for customerswith our fullsuite of productsin the high growth self-service segment of our business. OurClientSuccess team members are our deep business specialists and are responsible for delivering exceptional strategy and business support to our clients in driving successful outcomes. We are looking for an individual who is passionate about client service, about solving business problems, and enjoys regularly exceeding client expectations.

Job Responsibilities:

• Monitorand resolve client and internal requestspertaining tosharedportfolio of non-managed clients with BV product solutions in contract.
• Act as a program success expert toeducate, guide and support clients indevelop a successful foundationalsocialuser-generated content program.
• Provide best practices for clients to gain the most value from theirprogram with Bazaarvoice.
• Step in during sticking points of a client’s lifecycle to aidandadvocate for resolution from the right internal resources
• Proactive assessment of client health, in conjunction with automatedinitiatives,to inform outreach, renewal,and escalation strategy acrossself-service portfolio.
• Partake in feedback loop to internal stakeholders (Global CX, Product, Client Success, C&C) to inform business of client pain points and opportunities
• Exemplifyclient centricity by serving customers above and beyond their expectations
• Prioritize and effectively blend tech-driven, 1:many, and 1:1 clientinteractionsacross a diverse group of accounts
• Delivertraining/democontent to groups of customers

Skills and Experience Necessary for the Role:

• 1+ year of experience in a client-facing role
• Confident and solid written and verbal communication in English
• College education – Bachelor degree or equivalent
• Knowledge of and experience with social media platforms, including Instagram and TikTok
• Skillful in time management, organizational systems, and prioritization
• Sufficient in meeting deadlines and expectations with reasonable supervision
• High level of comfort with Microsoft and Google suites
• Terrific relationship building skills with internal and external stakeholders
• Positive, self-starter attitude
• Curious mindset and a desire to learn
• Customer-centric orientation with a focus on delivering value
• Working hours: 3pm – Midnight IST

Nice to have:

• Demonstrated ability to manage a largenumber of disparate tasks
• Experience with Gainsight or similar CS automation tools
• Experience in the software industry, online and/or other marketing/eCommerce technologies

Why join Bazaarvoice?

Customer is key

We see our own success through our customers’ outcomes. We approach every situation with a customer first mindset.

Transparency & IntegrityBuilds 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.

Please note that a standard background verification (BGV) forms part of our selection process. This will be conducted with your consent and will strictly focus on information relevant to the role.