Senior Customer Success Manager, Service

August 17

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Coveo

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Coveo stitches together content and data, learning from every interaction, to tailor every experience using AI.

Intelligent Search • Coveo for Sitecore • Coveo for Salesforce • AI • Machine Learning

501 - 1000

💰 Private Equity Round on 2019-11

Description

• As a Senior CSM, you will collaborate with our customers, ensuring that our solutions and capabilities align with customers’ strategic business outcomes. • Enhance customer engagement, foster product adoption, elevate satisfaction levels, and cultivate advocacy by aligning on mutually agreed-upon focus areas and objectives. • 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 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.

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