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Customer Success Manager (Remote)

Req ID#:  354868

US

Customer Success Manager (Remote)

Operations

 

Learn, Lead & Grow at Sitel Group®    

 

We believe experiences are everything and that happy associates are successful ones. That is why we give our people the tools and the freedom to learn, grow, have fun and be themselves. As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. 

 

With 160,000 people around the globe – working from home or one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.  

 

Job Sumarry

 

The Client Success Manager (CSM) is responsible for the relationship with Sitel Insights and Analytics clients and ensuring their satisfaction with the analytics solutions and services being provided. The CSM plays a vital role in understanding the client business needs and serves as a focal-point for the Sitel analytics delivery teams and key stakeholders to communicate client requirements, drive client success and adoption, and ensure our client is achieving a return on their investment from our analytics solutions, i.e., speech analytics, conversational IVR, and advanced data analytics solutions. The CSM is key to ensuring our clients are receiving quantifiable business value resulting in client renewals as well as growth and expansion of our Insights and Analytics portfolio within the clients.

 

You Will

 

  • Engage executives in the strategic planning, definition, and prioritization of their analytics program needs.
  • Ensure that clients understand and experience the value of Sitel Analytics solutions and services by achieving valuable insights from analytics and a return on their investment.
  • Maintain high rate of client renewals, expansion and referrals/references.
  • Develop Success Plans in partnership with delivery teams and BA’s to ensure client success and manage to execution of the plan.
  • Manage client relationships by keeping a pulse on customer analytics needs and requirements and work with Analytics teams to adapt to their current and future strategy direction to ensure Return On Investment (ROI) and reduced Time To Value (TTV).
  • Conduct regular reviews and client visits to understand requirements, business challenges, and work with delivery teams to ensure client requirements are clearly understood and being met.
  • Consult with clients and serve as an expert on analytics solutions in order to educate on use and benefits, recommend expansion to address emerging needs.
  • Work with internal teams on plans and priorities to ensure client satisfaction including focus area for next business analysis leveraging analytics.
  • Provide client insight to solution delivery teams on what enhancements and improvements are needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage, high renewal and referral rates.
  • Identify opportunities for client to expand their solution with additional analytics solution and services including client business needs.
  • Use cases for conversational voice solutions, predictive analytics, real-time insights and alerts and other advanced analytics solutions and services from Sitel’s portfolio of capabilities and engaging the expert teams on these opportunities.
  • Stay up to date on analytics solution and technology offerings and infrastructure requirements to support these advanced solutions and benefits and client case studies in order to align the right solution to the needs of the client based on a deep understanding of their business and goals.
  • Serve as the primary interface to manage and resolve any critical situations.
  • Represent client’s needs, business objectives and feedback and work closely with internal teams, solution delivery teams and product to resolve gaps.
  • Conduct regular calls with the client, analytics teams, Account Management and BPO Operations to provide updates, align client requirements with analytics team deliverables and ensure ongoing communication around client needs to drive value from analytics.
  • Travel Required: 25% - 30%

 

You Have

 

  • Bachelor’s degree preferred.
  • 3 + years in areas of solution adoption, client management in contact center space, customer experience transformation leveraging advanced analytics solutions, such as, speech and text analytics, automation.
  • Consulting skills around solution/application/product adoption, aligning business requirements with solutions.
  • Excellent communication skills and relationship building, team collaboration toward achieving a goal.
  • Knowledge in Client Account Management, change management, project management.
  • Knowledge of analytics solutions.

 

Our Perks

 

Competitive salaries, benefits, 401K contribution matching and paid time off.

Onsite and remote work at home available (depending on the market).

Fun and engaging company-wide initiatives, including our SitelFit wellness program.

Growth opportunities through various development programs.

Employee discounts.

Casual dress code.

Excellent work culture.

 

 

Join the #SitelLife

 

GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for their hard work every day. We offer benefits to keep you healthy and happy, such as paid time off. Plus, fun perks like employee discounts.  

 

GROW AS YOU GO. We invest in you with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop professionally and personally. You choose where you want to go; we help you get there.  

 

WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.  

 

BE BOLD, BE YOU. #SitelLife represents our commitment to our people - to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.  

 

MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.  

 

 

Our talent is our strategic differentiator. By bringing together diverse perspectives through our people and ideas, we foster an environment where people belong, all voices are heard, and everyone is vital and can contribute their best work. Sitel Group® is proud to be an Equal Opportunity workplace.

Customer Success Manager (Remote)


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