Customer Success Manager
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Assistant Manager
Location
08601, Trenton, New Jersey, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Were on the hunt for a high-energy, results driven Customer Success Manager to add to our rapidly growing team!
Who we are:
When you take a job at Enghouse Vidyo, youre going to work with the very same people who pioneered the video conferencing industry itself over a decade ago. Named a Leader and Visionary by Gartner, Enghouse Vidyo has been awarded more than 170 video communications technology patents. Our innovative team has pushed the boundaries of what is possible through video collaboration year after year - and were still making breakthroughs to this day. Enghouse Vidyo is addressing a major global challenge - how do we make communications and collaboration more sustainable, inclusive, and transparent in a world with a population of 7.6 billion people? More than 15,000 enterprises and 250 telecom service providers, use Dialogic PowerMedia XMS to provide a cost-effective enterprise-grade media platform that supports thousands of simultaneous users. More than 295 U.S healthcare systems use Enghouse Vidyo for telemedicine that improves access to quality care for more people. More than 450 financial institutions use Enghouse Vidyo to recreate the in-branch experience from anywhere. From healthcare and banking to education, government and more, Enghouse Vidyo visually connects the world. The Role and What Youll Do:
The role of the Sales Customer Success Manager is to enable our customers to be successful with our product suite and achieve their desired outcomes by driving product and new feature adoption, quickly resolving technical issues and providing a feedback loop of behalf of the customer to the rest of our company (including technical support, sales, product and engineering). This position reports to the Director, Customer Success.
Own the overall health and success of our customers, which includes adoption, ensuring value realization, retention and growth
Establish a Sales pipeline of our Vidyo product and Dialogic PowerMedia portfolio to support the current fiscal year revenue Quotas
Be the main point for our customers and become a trusted and strategic advisor, drive best practices and innovation
Provide product guidance to technical stakeholders such as in various IT and engineering roles, and educate on best practices for optimizing the use of our products
Advocate on behalf of customers and navigate across product, engineering, sales & marketing to deliver the best experience to customers
Work closely with your Account Executive to ensure successful renewals and drive expansions and new opportunities resulting from the success of the customers
Proactively maintain and update your pipeline using Salesforce
Manage assigned accounts and act as primary point of contact for client relationships
Act as a project manager to ensure internal initiatives to improve customer success are being executed efficiently
Drive customer outcomes with deep technical understanding of customers success criteria, business drivers, and initiatives
Engage all areas of the business, from clinical to technical, and various levels of management ranging from Directors to C-level executives
Meet quarterly and annual sales objectives by expanding the pipeline in North America and meet other business objectives for Enghouse Vidyo
Educate and support customers on best practices, and the use and benefit of our products and services
Develop and conduct Quarterly Business Reviews with clients to measure progress against goals and evaluate opportunities for improvement
What you bring:
3-5 years of experience working as a strategic CSM or Account Manager, working with diverse accounts, ideally in the SaaS or Enterprise software industry
Strong technical background, with the ability to understand and communicate complex technical solutions and uncover opportunities with clients
Experienced in analyzing customer accounts to identify churn signals, account growth and retention opportunities, and ways to expand adoption and increase value
Ability to manage and prioritize multiple customers across different stages in the customer lifecycle to meet customer needs and escalations
A self-starter who can work independently and able to prioritize and multi-task under tight deadlines
Strong leadership skills to advocate cross functionally on behalf of customers, and willingness to identify process improvements to help drive repeatable and efficient customer engagement
Strong organizational skills and ability to handle many simultaneous conversations in email and chats
Deep process orientation and willingness to test, establish and document many new processes in a startup environment
Love of communications technology along with the desire and curiosity to explore and discover new information within them
Working knowledge of the Enterprise software subscription lifecycle and associated processes
Strong interpersonal skills; Excellent listening, verbal and written communication skills
Superior presentation and meeting facilitation skills
College/University degree in Computer Science or similar preferred
Telco market knowledge is a MUST
What we offer:
You will get the opportunity to work in a growing, diverse, and international company that offers a competitive salary and benefits package, including, but not limited to: Life insurance, Private medical insurance, Critical illness cover. We also value work-life balance and career advancement!
We thank all applicants for their interest; however, only those selected for an interview will be contacted. Enghouse Systems is an equal opportunity employer.
#LI-EV8
#LI-REMOTE
Who we are:
When you take a job at Enghouse Vidyo, youre going to work with the very same people who pioneered the video conferencing industry itself over a decade ago. Named a Leader and Visionary by Gartner, Enghouse Vidyo has been awarded more than 170 video communications technology patents. Our innovative team has pushed the boundaries of what is possible through video collaboration year after year - and were still making breakthroughs to this day. Enghouse Vidyo is addressing a major global challenge - how do we make communications and collaboration more sustainable, inclusive, and transparent in a world with a population of 7.6 billion people? More than 15,000 enterprises and 250 telecom service providers, use Dialogic PowerMedia XMS to provide a cost-effective enterprise-grade media platform that supports thousands of simultaneous users. More than 295 U.S healthcare systems use Enghouse Vidyo for telemedicine that improves access to quality care for more people. More than 450 financial institutions use Enghouse Vidyo to recreate the in-branch experience from anywhere. From healthcare and banking to education, government and more, Enghouse Vidyo visually connects the world. The Role and What Youll Do:
The role of the Sales Customer Success Manager is to enable our customers to be successful with our product suite and achieve their desired outcomes by driving product and new feature adoption, quickly resolving technical issues and providing a feedback loop of behalf of the customer to the rest of our company (including technical support, sales, product and engineering). This position reports to the Director, Customer Success.
Own the overall health and success of our customers, which includes adoption, ensuring value realization, retention and growth
Establish a Sales pipeline of our Vidyo product and Dialogic PowerMedia portfolio to support the current fiscal year revenue Quotas
Be the main point for our customers and become a trusted and strategic advisor, drive best practices and innovation
Provide product guidance to technical stakeholders such as in various IT and engineering roles, and educate on best practices for optimizing the use of our products
Advocate on behalf of customers and navigate across product, engineering, sales & marketing to deliver the best experience to customers
Work closely with your Account Executive to ensure successful renewals and drive expansions and new opportunities resulting from the success of the customers
Proactively maintain and update your pipeline using Salesforce
Manage assigned accounts and act as primary point of contact for client relationships
Act as a project manager to ensure internal initiatives to improve customer success are being executed efficiently
Drive customer outcomes with deep technical understanding of customers success criteria, business drivers, and initiatives
Engage all areas of the business, from clinical to technical, and various levels of management ranging from Directors to C-level executives
Meet quarterly and annual sales objectives by expanding the pipeline in North America and meet other business objectives for Enghouse Vidyo
Educate and support customers on best practices, and the use and benefit of our products and services
Develop and conduct Quarterly Business Reviews with clients to measure progress against goals and evaluate opportunities for improvement
What you bring:
3-5 years of experience working as a strategic CSM or Account Manager, working with diverse accounts, ideally in the SaaS or Enterprise software industry
Strong technical background, with the ability to understand and communicate complex technical solutions and uncover opportunities with clients
Experienced in analyzing customer accounts to identify churn signals, account growth and retention opportunities, and ways to expand adoption and increase value
Ability to manage and prioritize multiple customers across different stages in the customer lifecycle to meet customer needs and escalations
A self-starter who can work independently and able to prioritize and multi-task under tight deadlines
Strong leadership skills to advocate cross functionally on behalf of customers, and willingness to identify process improvements to help drive repeatable and efficient customer engagement
Strong organizational skills and ability to handle many simultaneous conversations in email and chats
Deep process orientation and willingness to test, establish and document many new processes in a startup environment
Love of communications technology along with the desire and curiosity to explore and discover new information within them
Working knowledge of the Enterprise software subscription lifecycle and associated processes
Strong interpersonal skills; Excellent listening, verbal and written communication skills
Superior presentation and meeting facilitation skills
College/University degree in Computer Science or similar preferred
Telco market knowledge is a MUST
What we offer:
You will get the opportunity to work in a growing, diverse, and international company that offers a competitive salary and benefits package, including, but not limited to: Life insurance, Private medical insurance, Critical illness cover. We also value work-life balance and career advancement!
We thank all applicants for their interest; however, only those selected for an interview will be contacted. Enghouse Systems is an equal opportunity employer.
#LI-EV8
#LI-REMOTE