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Senior Customer Success Manager, Service

2 months ago

Montreal, Quebec, Canada Coveo Full time

The Challenge

As a Senior Customer Success Manager at Coveo, you will collaborate with our customers to ensure that our solutions and capabilities align with their strategic business outcomes. You will embark on a mission to enhance customer engagement, foster product adoption, elevate satisfaction levels, and cultivate advocacy by aligning on mutually agreed-upon focus areas and objectives.

You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers' desired outcomes, either through existing or new products and capabilities.

Key Responsibilities

  • Provide an outstanding experience to Coveo's enterprise customers as they complete the sales process and transit to the care of the Customer Success Management team.
  • Grow customers' depth of understanding by providing enablement on new and existing features and capabilities, translate complex concepts into easy-to-understand solutions.
  • Act as both the Domain Expert (Service & Support industry, Search, and AI) and product Superuser.
  • Chart a path forward for your customer to attain their goals accounting for where they are now and the best way to move forward given their industry, context, and priorities.
  • Advocate the customers' needs/issues in a persuasive, concise manner, across different Coveo departments to ensure quality.
  • Understand their goals/outcomes and liaise with all departments throughout the organization to ensure quality product configuration for customers in the implementation process.
  • Create customer advocates to generate strong references, referrals, and case studies.

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, think of innovative ways to get the job done, and help your customers build creative strategies to implement our product successfully. You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive, and very professional.

Requirements

  • Strong interpersonal, communication, and presentation skills.
  • Excellent relationship-building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
  • Strong analytical skills with the ability to translate numbers into a value story.
  • Strong functional consultative approach to customer management.
  • Tech-savviness and strong technical enterprise-level computer software background supporting customers in a SaaS environment.
  • Ability to discuss technical concepts with C-level executives.

What will really make your profile stand out:

  • 5+ years of experience in a similar customer success role or in a solution consulting role.
  • 3+ years of experience with using CRM (Salesforce preferred) and with Self-Service, Community, and/or Contact Center solutions.
  • Leadership experience in contact center, technical support, knowledge management, or business operations will help you stand out.
  • Experience in deploying SaaS solutions will help you stand out.
  • Experience with BI tools is a huge plus.
  • Practical application of understanding technical concepts.
  • Experience with Salesforce, ServiceNow, Zendesk, or similar CRMs is a huge plus.