Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.
We are seeking an exceptional Associate Customer Success Manager to join our team! This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you. This hybrid role offers flexibility but requires regular travel to our office located in Skibbereen, Ireland.
Lets talk about your role and responsibilities:
* Utilise 1-to-many and 1-to-1 communication strategies to drive end user engagement and maximise product adoption
* Manage, negotiate and close renewal opportunities to maximise retention
* Identify repeatable strategies and build upon existing playbooks to drive adoption, renewal growth and mitigate risk
* Leverage different channels at the right time to deliver value for customer at different points in their journey
* Own the customer outcomes, ensuring they are receiving value from Cyara’s solutions
* Understand the value of Cyara to the customer and be able to articulate that back to key stakeholders
* Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations to increase value
* Identify new opportunities within our existing customer base and collaborate with the sales team to grow revenue; Cross-sell & Upsell
* Deliver insights based on customer and industry usage to identify areas for improvement, optimisation and expansion
* Act as an escalation point when things are not going to plan
* Coordinate and manage client special requests
Let's talk about your skills/expertise:
* Excellent focus on customer experience: 1+ years of experience in a customer facing role
* A great communicator who can get on the phone or video meetings with customers as well as be able to implement effective 1-to-many campaigns
* Shows attention to detail and can follow a structured engagement plan but also has the initiative to try new plays and strategies
* Strong data analytics skills, you can identify patterns and spot trends to inform your approach
* Be an excellent project manager to stay on track of your book of business
* Understands the difference between Customer Success and Customer Service
* Strong technical acumen to add value to customer discussions and translate product strengths into business value
* Knowledge of testing and the software development lifecycle a big plus
* Previous experience working in a SaaS environment or telecoms would be an advantage
* Language skills (French/German/Spanish) are always desirable
Ideal Candidate:
* Organized
* Process-driven
* Shows initiative
* Customer Focused
* Articulate and confident
* A communicator
* A problem solver
Why you should join us:
At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.
Interested? Know someone who might be? Apply online now.
#J-18808-Ljbffr