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Senior Customer Success Manager
at Aspect Software Inc
Kansas City, MO

Senior Customer Success Manager
at Aspect Software Inc
Kansas City, MO

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Description

Aspect employs a team of passionate individuals who are changing the face of customer engagement.  Over our 40-year history we have empowered  employees by creating an inspired community that values customer obsession, unlocked communications and relentless innovation.  Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

 

Job Description

GENERAL SCOPE & SUMMARY

Responsible for high-level relationship management for a group of accounts and acts as client liaison throughout the customer lifecycle. Develops customer relationships that promote retention and loyalty and prevent churn. Works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Supports the post-sales customer lifecycle as it relates to customer adoption, on-going support, product optimization and expansion. Builds relationships with all relevant stakeholders as trusted advisor. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities and find areas of improvement. Consults with Project Managers on project status to help ensure timely deliverables

PRIMARY ROLE & RESPONSIBILITIES

  • Become a trusted customer advocate within Aspect.
  • Facilitate customer’s business objectives, operational metrics, performance trends and improvement goals.
  • Work with accounts to ensure continued value to the Customer and drive long-term account satisfaction and growth.
  • Support customer renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.
  • Closely monitor adoption rates of assigned accounts.
  • Encourage a level of customer self-sufficiency; address training requirements, provide guidance on best practices, provide a level of oversight for professional services projects.
  • Partner with the Sales team on account plans, quarterly business reviews, customer business reviews, etc.
  • Proactive account support planning targeted at issue prevention & management.
  • Conduct periodic customer management/executive reviews focusing on corporate updates, life cycle management, support metrics, training, trend analysis etc.
  • Communicate with internal and external stakeholders, facilitating account management improvements as warranted.
  • Act as a single point of communication and coordination for tactical issue planning and resolution.
  • Maintain oversight of active implementations; advocate when needed.
  • Ensure thoroughness of implementation handoffs - for new or add-on installs.
  • Build relationships with customers at an executive level.

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS

  • Should possess fantastic interpersonal skills
  • Strong leadership skills
  • Experience in working with complex, multi-divisional, multi-geographical customers and have experience influencing / directing others
  • Impressive executive presence and communication abilities, both orally and in writing
  • Bias for action
  • Passion for technology
  • Experience working with cross-functional teams (e.g. Sales, Products, Marketing, Engineering, Services)
  • Highly organized and proficient in Microsoft Office Suite, especially Excel and PowerPoint
  • Knowledge of customer services practices
  • Technical aptitude and ability to learn software programs
  • Prefer experience with Customer Relationship Management (CRM) software such as Salesforce
  • Excellent analytical and problem-solving skills
  • High initiative, self-motivated and pro-active

 

JOB REQUIREMENTS

  • Minimum of 10 years of experience with customer support with multiple disciplines in Support, Sales, Account Management, Program Management and Marketing required
  • Bachelor’s degree required
  • Contact Center software or industry experience is highly preferred
  • Location - Candidates must be based in Minneapolis, St Louis, Kansas City or Omaha required
  • 30% Travel

*LI-KG1

Aspect is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group.

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