Client Success Manager

Our client is the visionary company behind jibe was established in 2010 in Austin, Texas. They are an innovative customer experience management company, big data and analytics Software-as-a-Service (SaaS) tool holding global patents for its survey prediction processes. This process enables accurate prediction of customer survey responses crucial to organizations strategic objectives. Our client serves global MNCs and national SMBs, driving insightful decision-making for executives and agile responses to real-time customer experiences.

Since its inception, our client has obtained numerous patents to protect their intellectual property and has successfully grown their business by collaborating with some of the most reputable and recognizable brands worldwide. Their relentless commitment to revolutionizing the contact centre industry and their innovative approach to customer experience management have positioned them as a trusted leader in the field, driving meaningful change and delivering exceptional results for their clients.

This is an exciting chance for people who want to join a growing company that cares about its employees, provides lots of chances to grow, and believes in its mission.

The Role

The Client Success Manager plays a crucial role in overseeing the implementation of company products in client environments, ensuring seamless integration and project management. They analyze Jibe data alongside clients' analytics teams to deliver actionable insights, aiming for agents to achieve Jibed Status and accurate survey predictions. Additionally, they manage end-user relationships, actively participating in client-facing business reviews and providing valuable feedback for the continuous improvement of Jibe. Their responsibilities also include leading training sessions to facilitate effective platform adoption and utilization among clients, while fostering collaborative communication with the globally dispersed client team to ensure alignment and smooth execution of initiatives.

The Duties and Responsibilities

• Execution : Oversee implementation and project management of the company's products into the client environments.
• Analytics : Work with the client and client's analytics teams to analyze Jibe data to deliver actionable insights for clients, assisting in getting agents to Jibed Status, making accurate survey predictions for every interaction.
• Relationship Management : Manage end-user relationships and participate in client-facing business reviews and Quarterly Business Reviews.
• Product Enhancement : Provide client feedback and implementation findings to make recommendations for the continuous evolution Jibe.
• Training : Lead Jibe trainings for clients, ensuring effective adoption and utilization of the platform.
• Communication : Effectively collaborate and communicate with the globally dispersed client's team to ensure alignment and seamless execution.

Requirements

• Minimum of 5 years of demonstrated experience in customer/client success management or a relevant field.
• MBA degree or equivalent advanced education.
• Familiarity with Software as a Service (SaaS) industry.
• Previous involvement with call center/BPO organizations and familiarity with associated technologies.
• Proficiency in multitasking and prioritizing tasks within a dynamic and fast-paced environment.
• Strong problem-solving abilities coupled with meticulous attention to detail.
• Sound analytical skills to effectively interpret and leverage data for decision-making.
• A collaborative team player with a proactive approach towards meeting objectives.
• Exceptional written, verbal, and presentation communication skills.
• Must willing travel twice per quarter.