Client Success Manager
What You'll Do:
Account Lifecycle Management: Manage the client lifecycle across a portfolio of named enterprise accounts, maintaining a strict priority on client retention and churn reduction.
Value Realization: Discover and influence the client's internal success metrics; ensure key stakeholders understand, achieve, and measure the ROI they receive from Bazaarvoice. Focus on quantifying and documenting measurable program and business outcomes to systematically prove ongoing value to client leadership.
Collaborative Partnership: Partner with clients and internal cross-functional teams (Account Directions, Technical Account Managers, Engagement Managers) to ensure a unified, value-based approach in high-stakes meetings.
Program Consultation: Act as the business success expert to guide, educate, and partner with clients on marketing best practices, program health strategies, and consumer-generated content optimization.
Risk & Opportunity Management: Proactively identify and mitigate program roadblocks before they impact the client, while collaborating with sales counterparts to identify and guide upsell opportunities based on client pain points.
Client Advocacy: Exemplify client-centricity by using troubleshooting tools, solid judgment, and exceptional support to consistently exceed customer expectations.
What You'll Bring:
Professional Background: Bachelor’s degree and a minimum of 3 years of experience in account management, sales, or client services, managing Fortune 1000 clients ideally within a SaaS or e-commerce platform.
Commercial Acumen: Proven track record of driving account retention, health, and revenue growth.
Relationship Excellence: Outstanding relationship-building skills with demonstrated experience cultivating and managing productive executive champion relationships.
Execution & Accountability: Ability to compel both clients and internal stakeholders to act, holding them accountable to their commitments.
Workload Management: Demonstrated ability to efficiently manage multiple enterprise accounts and complex workstreams concurrently.
Communication & Collaboration: Exceptional oral and written communication skills with a strong team-player mindset.
Preferred Qualification: Marketing program management experience is highly preferred.