POSITION: Customer Success Manager

LOCATION: Colombia/Remote

DEPARTMENT: Customer Success Management

REPORTS TO: CSM Manager, Virgilio Muelas

POSITION SUMMARY:

Broadvoice is looking for an experienced Customer Success Manager to join our growing team. A 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, when accompanying autonomous customers.
• Identify UpSelling and CrossSelling opportunities.
• Ensuring the “Customer Autonomy” process, encouraging the client to carry out the necessary training activities provided by the training teams and ensuring a transition process of good practices and advice aimed at achieving this autonomy. CSM also has the function of validating and auditing the process of obtaining autonomy.
• Ensure proper customer coordination, identifying internal and customer-side stakeholders to ensure the best governance model.
• Carrying out product Road Show actions / Good Practices for the implementation and use of GoContact.
• Identify any type of need and, if necessary, involve the stakeholders to achieve the customers' intentions, promoting their constant satisfaction.
• Monitor the business objectives defined for each client, audit the results and act to achieve the intended objectives.

WHAT YOU BRING TO THE TEAM:

• 3-5 years’ experience in driving successful solution-oriented client engagement.
• Experience handling difficult internal and external business challenges and delivering exceptional service resulting in high client retention.
• Experience in Contact Center as a Service (CCaaS).
• Experience managing projects with multiple stakeholders and systems, occasionally globally, as well as working within tight project and client timelines and resources.
• Experience building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite.
• Ability to navigate business processes and quickly understand customers business structures and needs, articulate, and demonstrate what is required for successful delivery of customer expectations.
• The ability to work in a high-energy, fast-paced environment, collaborating with other departments to achieve strong results.
• A high degree of autonomy, organization, ability to prioritize, proficiently leverage internal systems.
• Proficiency with technology in products such as Microsoft Office Suite (Word, Excel, PowerPoint) and the ability to produce professional customer presentations, reports, and analysis and recommendations.
• Experience with CRM systems (Salesforce, Rev.io, etc.).

WHY BROADVOICE:

Broadvoice is more than just a leading cloud communications company; we're the architects of global connections. With dedicated offices across the United States, Latin America, and Europe, we are united by a shared passion for inspiring meaningful human connections. Our mission is clear: to personalize how people communicate, ensuring that our technology enhances teams' ability to connect with what truly matters no matter where work takes place.

Communication is the lifeblood of success, whether connecting with customers or collaborating with colleagues. At Broadvoice, our platforms create opportunities to interact, share ideas, and bring visions to life. We believe that human interaction is the cornerstone of brilliance, and we prioritize it in everything we do.

Our success at Broadvoice hinges on our vibrant culture. We take pride in our dedicated culture team, working tirelessly to foster a supportive and engaging work environment for all employees. Through community-building, collaboration, and personal and professional growth initiatives, our culture team ensures that Broadvoice is a place where everyone can thrive.

Broadvoice is committed to diversity, equity, and inclusion (DEI). We have an active DEI council open to all global employees, driving DEI initiatives worldwide through newsletters, webinars, fundraisers, book clubs, and more. By cultivating a culture of belonging, we empower our team members to be their best selves and contribute to our mission of inspiring meaningful human connections.

We value our employees and offer comprehensive benefits packages, including paid vacation and holidays, along with a host of other perks.

Broadvoice is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to enable individuals with disabilities to perform their job functions.