Customer Success Manager

Company Profile

Prophecy Americas, Inc. is a subsidiary of the Australian-traded software development Company Prophecy International.

Who is Emite? Emite is a leading global contact centre analytics solution that combines advanced analytics, data correlation and visualization, KPI management and threshold alerting into a single solution. Emite provides actionable insights from both real-time and historical data to help improve efficiency, performance, and customer experience (CX). Our platform is currently used by organizations around the world to drive improved customer experience from their Genesys, Avaya, and Amazon contact centres.

A subsidiary of the Australian-traded software development company Prophecy International (ASX:PRO) since 2015. Prophecy operates globally from Australia, the United States, Europe, and the Philippines.

Our vision at Emite is to provide solutions that support the growth of the contact centre industry and to enable our customers to create world-class customer experiences by effectively monitoring and managing their people, processes, and systems regardless of the complexity of their data or number of data sources.

Role Purpose

The Customer Success Manager will be responsible for building meaningful relationships with our customers and help us build the foundations of what it means to do Customer Success at Emite.

The role will be responsible for communicating clearly with customers to create strategies that grow our customer base. The role will be a strategic and supportive partner for customers at every stage of the buying process. The role will focus on building loyalty to ensure long-term customer retention by presenting product information, addressing customer issues, and helping the sales team to close deals and identify upsells and renewals. The bridge between sales and customer success, the role will provide support for transitioning prospects into active users, often acting as a go-between with other departments within the company.

Responsibilities

• Work to identify growth or additional business needs and work cross functionally to execute upsell opportunities.
• Assist in customer onboarding and become key relationship manager for client after successful handover from the Account Executive who sold the opportunity.
• You will own the Customer Renewal process and experience and have overall oversight of the account, leading the relationship with key account stakeholders.
• Work collaboratively with other members from the Customer Success Team.
• An engagement expert also providing support in Pre-Sales activities such as questionnaires and Pre-Sales meetings as needed.
• Able to deliver high level demos of Emite to show where value can be added.
• Listen to both the market and customers to understand the problems they are facing and being able to proactively address potential concerns before they become issues.
• Grow usage of Emite by guiding the customers to use the product in the right way and identifying gaps and opportunities to reintroduce sales team as required.
• Run and manage regular customer engagement meetings.
• Help manage any escalations with your customers.
• Deliver communication follow ups to nurture customers for advocacy (references, on-line reviews, success stories, social media support, etc.).
• Provide product updates to drive further platform adoption.
• Assist finance to complete Salesforce tasks and opportunities for order processing, monthly billing, and reconciliation to ensure revenue data accuracy.
• Complete Salesforce tasks for daily activities, create upsell opportunities for forecasting and close opportunities for order processing.
• Maintain customer, account and opportunities records accurately within Salesforce CRM system, JSM, Smartsheet or other tools as needed.
• You will monitor, measure, and understand customer health and identify opportunities to retain and grow customer usage.
• Invest time in understanding Emite and ongoing upgrades and enhancements by practicing continuous learning and training utilizing Emite’s training platform.
• KPI # 1 - 90% retention rate for customers in your sales territory.
• KPI’s, Targets and Quotas to be set annually.
• Other duties as requested by your immediate manager or senior leadership.

Who Are You?

• A curious learner who seeks to understand our product, our customers’ business and priorities and recurring patterns in customer behaviour along a customer’s journey.
• A Confident and effective communicator, able to set agenda and run client meetings to accomplish shared outcomes.
• A Collaborative teammate, able to work cross functionally to accomplish our client’s goals while also providing critical feedback and perspective on our client’s behalf.
• A creative individual who is excited to help build and shape our customer success program and processes to positively impact internal and external stakeholders.

Qualifications an Experience

• 3+ years’ experience in technology related field and evidence showing skills and ability in customer success and satisfaction.
• Project Management experience.
• Experience in B2B SaaS company is a major plus.
• Smart thinker, innovator, decision-maker who can inspire customer loyalty.
• Familiarity with automation of business processes and development of customer self-service environments and strategies.
• Experience in working with a team to identify process failures and improvements, and continuously improve business processes.
• Familiarity with Customer Experience industry or technology or business analytics platforms, preferred.
• Experience with Agile and/or DevOps Methodologies.
• Strong aptitude for technology, great attitude, and willingness to learn.
• Leadership ability that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers.

Desired Profile (including soft skills)

• Can work with a high degree of autonomy.
• A great listener, able to understand customers goals and recommend the best solution based on their specific needs.
• Ability to influence key decision makers while also being the voice of the customer.
• Have excellent interpersonal, communication and writing skills, and a great team attitude.
• Ability to navigate high level conversations.
• Be empathetic, collaborative and have technical aptitude.
• Shares knowledge and experiences with others
• Ability to engage and communicate effectively with all levels of customer and internal teams.
• Love optimisation and be a problem solver, curious to understand the why.
• Detail oriented and have a proactive approach.
• Presents ideas convincingly to achieve specific outcomes.
• Demonstrates skills in building consensus and resolving conflict.
• Produces clear customer and internal reports selecting most appropriate style for audience.
• Championing processes and continual improvement of our ways of working.
• Creative thinking and the ability to think outside the box.
• High Emotional Intelligence
• Loving what you do!

The ideal candidate will reside in the local Denver area. We are accepting applications until July 22, 2024 and will contact shortlisted candidates within that time. Interested applicants are encouraged to submit their resume and answer the provided questions. A cover letter describing why you are the best fit for the role with supporting qualifications is strongly encouraged.

Job Type: Full-time

Pay: $70,000.00 per year

Benefits:

• 401(k)
• 401(k) 3% Match
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Application Question(s):

• What do you consider key components to building relationships with customers?
• How many years of experience do you have in the technology industry?
• What is your base salary expectation?

Work Location: Hybrid remote in Greenwood Village, CO 80111