Postes à Guadalajara, United States

POSITION: Customer Success Manager

LOCATION: Mexico/Remote

DEPARTMENT: Customer Success Management

REPORTS TO: CSM Manager

POSITION SUMMARY:

Broadvoice is looking for an experienced Customer Success Manager to join our growing team and support our Mexican clients. The successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Broadvoice’s customers to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

YOUR DAY-TO-DAY:

• Identify customer operational needs.
• Identify the campaigns/services to be implemented (on existing customers) considering the best practices known at GoContact and the best way to guarantee the use case intended by the customer, especially when supporting autonomous customers.
• Identify upselling and cross-selling opportunities.
• Ensure the “Customer Autonomy” process, encouraging clients to carry out necessary training activities provided by the training teams, and ensure a smooth transition of good practices and advice aimed at achieving autonomy. Validate and audit the autonomy process.
• Coordinate with internal and customer-side stakeholders to ensure the best governance model.
• Conduct product roadshows and promote good practices for the implementation and use of GoContact.
• Identify needs and involve stakeholders to achieve customer objectives, promoting their satisfaction.
• Monitor business objectives for each client, audit results, and take actions to meet goals.

WHAT YOU BRING TO THE TEAM:

• 3-5 years’ experience in driving successful solution-oriented client engagement.
• Experience handling challenging internal and external business issues and delivering exceptional service to ensure high client retention.
• Experience in Contact Center as a Service (CCaaS).
• Experience managing projects with multiple stakeholders and systems, sometimes globally, within tight timelines and resources.
• Proven ability to build successful senior-level relationships and facilitate conversations at all levels, including C-suite.
• Ability to understand and navigate business processes, quickly grasp customer structures and needs, and articulate requirements for successful delivery.
• Ability to work in a high-energy, fast-paced environment, collaborating across departments for optimal results.
• Experience with CRM systems (Salesforce, Rev.io, etc.).

WHY BROADVOICE:

Broadvoice is more than a leading cloud communications company; we're architects of global connections. With offices across the US, Latin America, and Europe, we are united by a passion for inspiring meaningful human connections. Our mission is to personalize communication, ensuring our technology enhances teams' ability to connect with what truly matters, regardless of location.

Communication is vital for success—whether connecting with customers or collaborating internally. Our platforms foster interaction, idea sharing, and bringing visions to life. We believe human interaction is the cornerstone of brilliance and prioritize it in everything we do.

Our vibrant culture is key to our success. We foster a supportive and engaging environment through community-building, collaboration, and growth initiatives, ensuring everyone can thrive.

Broadvoice is committed to diversity, equity, and inclusion (DEI). Our active DEI council drives initiatives worldwide via newsletters, webinars, fundraisers, book clubs, and more. We cultivate a culture of belonging, empowering team members to be their best selves and contribute to our mission of inspiring meaningful human connections.

We offer comprehensive benefits, including paid vacation, holidays, and other perks.

Broadvoice is an Equal Opportunity Employer committed to providing reasonable accommodations for individuals with disabilities.