Customer Success Manager

About Us

UJET is the world’s first and only cloud contact center platform for smartphone-era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.

 Opportunity 

We are looking for an experienced and skilled customer success manager to join our team. This role will be responsible for building and growing strategic partnerships with our enterprise customers, focusing on retention, upselling and product adoption during the customer journey to result in frictionless renewal growth. We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while developing a strong partnership between our corresponding Marketing, Product, and Executive teams. The role requires strong product understanding as well as excellent customer-facing and presentation skills. 

 Responsibilities

• Develop and execute success plans to ensure customer growth and product adoption
• Execute retention plans during the customer lifecycle, leveraging metric analysis
• Map Enterprise-level organizations and identify potential upsell and cross-sell opportunities
• Make and present Executive Business Reviews to customer stakeholders including partner executive teams
• Work closely cross-functionally to assure customers are meeting pre-defined success goals for ROI
• Customer advocate to collect customer feedback, relay them cross-functionally to Product, Engineering and the Executive team to ensure seamless collaboration and customer delight
• Understand and speak to our customers’ long-term and short-term business goals, contact-center related and otherwise
• Proactively coordinate with our internal support team to solve any outstanding product, data, or configuration related issues
• Ensure a consistent cadence with customers to align and deliver on priorities
• Opportunity to help champion projects focused on continual process improvement and scaling initiatives

Requirements

• Technical aptitude and expertise with cloud technology
• Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software
• Ability to work in a fast-paced startup environment and maintain composure and tact in high pressure situations
• Excellent written and verbal communication skills
• Proven track record of strong internal and external relationships
• Passion for providing services and experiences that exceed expectations
• Self-driven, focused, and motivated
• Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer
• Team-oriented with a dedication to forward-thinking and creative problem solving
• Ability to CHALLENGE and inspire customer adoption of the UJET platform
• Confidence in speaking to technical audiences with an executive and prescriptive presence
• Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
• Experience in navigating Enterprise-level commercial negotiations and processes
• 4-8+ years of relevant Enterprise experience (preferably in SaaS)
• Bachelor's degree or equivalent experience
  

 UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat)

Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

 Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, monthly game nights, and more!