Customer Success Manager

Job ID
2017-2368
UK-London
Category
Services & Support

About the Job

POSITION OVERVIEW

 

The Customer Success Manager role is an important role within the 8x8 customer care structure. We develop, maintain and expand the 8x8 relationships with strategically important customers, becoming their advocate and voice inside our organisation. Assigned to a certain number of named customers, Customer Success Managers are responsible for achieving assigned account objectives and KPI’s, which include but are not limited to, client retention, MRR growth and C-Sat scores maintained at high levels.

 

The Customer Success Manager represents the entire range of company products and services, while owning the customer account planning cycle and ensuring assigned customers needs and expectations are met by the company.

 

The Customer Success Manager reports to the Director of Customer Success UK and EMEA, they;
• Establishes productive, professional relationships with key personnel in assigned customer accounts, with regular face to face meetings, you must be able to travel and manage your diary efficiently.
• Co-ordinates the involvement of company personnel, including support, network, engineering, and management resources, to meet account performance objectives and customers expectations.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
• Manages solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel and management.

• Completes strategic customer account plans that meet company standards.
• Maintains high customer satisfaction ratings that meet company standards.

 

ACCOUNTABILITIES AND PERFORMANCE MEASURES
• Achieves strategic customer objectives defined by company management.
• Completes strategic customer account plans that meet company standards.
• Maintains high customer satisfaction ratings that meet company standards.
• Completes required training and development objectives within the assigned time frame.
• Enlists the support of sales team, Operations resources, engineering resources, and other sales and management resources as needed.
• Closely coordinates company executive involvement with customer management, highlighting any client issue that might impact the 8x8 relationship.
• Works closely with Customer Service Representatives to ensure customer satisfaction and problem resolution.

• Maintains to a high standard all company systems required to manage the customer interaction and historical records.
• Shares information across the team and supports another team members as required, upholding a strong team culture and openness, to achieve the goals of the organisation.


ORGANIZATIONAL ALIGNMENT
• Reports to the Customer Success Director UK and EMEA. Enlists the support of sales specialists, implementation resources, service resources, and other sales and management resources as needed.
• Closely coordinates company executive involvement with customer management.
• Works closely with Customer Service Representatives to ensure customer satisfaction and problem resolution.
• Proven experience of strategic customer management in a business-to-business account management or similar environment.
• You must demonstrate a clear knowledge of modern communication requirements in Enterprise client environments, having and Unified Communications or Contact Center technology background.

 

About the Company

ABOUT 8x8

8x8, Inc. (NASDAQ: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,

Twitter, Google+ and Facebook

Additional Information

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
View the Participant Poster in English | Español.
View the Right to Work Poster in English | Español.

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