What You'll Do
Broadsoft is seeking the expertise of an experienced Customer Success Manager to join our team to manage deployment and adoption of Broadsoft Contact Center by enterprises and service providers.
This is a remote position (home office) and will require travel to client locations and the Broadsoft Contact Center office location (US Travel).
Who You Are
The selected candidate will be ultimately responsible and fully accountable for managing multiple large accounts effectively serving as "trusted adviser" with regards to Broadsoft Contact Center's solution suite. In addition, the candidate will be expected to coordinate internal resources in order to deliver improved business results on behalf of the clients through new and existing services.
Who You'll Work With
This position requires frequent communication with internal team members regarding client status, new opportunities and resolution of problems and issues. Customer Success Manager is a key partner with account executives in managing customer relationships.
Technical Account Management: Interacts with client staffs to understand business needs and recommend services and enhancements that achieve client objectives. Reports regularly to Management on client status.
Service Activation and Training: Coordinates internal resources to activate new services on behalf of client. Acts as subject matter expert to train customers, partners and internal employees on the technical details and value of the BroadSoft Contact Center Solution Suite. Contribute thought leadership and best practice, both internally and externally around client engagements
Sales Development: Own responsibility for expansion of the Broadsoft Contact Center platform
Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition
Desired Skills & Experience
Solid and proven client management experience
Ability to understand client's business needs and recommend solutions that meet them
Experience with business intelligence and analytics solutions, preferably in the Contact Center/ Telecommunications Environment
Excellent people management and relationship management skills
Excellent verbal and written communications skills
Strong understanding of project management tools and methodologies
Ability to pre-empt and coordinate advanced planning, coordination and people management in order to achieve the project's deliverables
Ability to multi-task and prioritize external and internal customer needs along with project tasks
Strong interpersonal, analytical and organizational skills
Travel to client site(s) expected (20-40%)
7+ years related experience preferred
B.S or Masters in Business or Technical degree
Cisco Systems, Inc.