At SightCall, customer success is in the core company strategy. The Customer Success Manager will understand customer outcomes through ongoing collection and analysis of use cases and feedback, and turn this into onboarding and retention strategies that feed into the product road map. They will be involved in all aspects of support including demonstrating the product, educating customers and more.
Key Roles and Responsibilities
Understand customer outcomes by communicating with customers, analyze customer goals & stakes, metrics, run NPS and gather other feedback from various client teams
Serve as the primary contact for the onboarding of new customers, the training of platform end users, as well as post go-live support
Represent the voice of the customer and being its SightCall internal advocate to provide input into product, marketing and sales process
Delivering and communicating ROI for our clients throughout the customer lifecycle
Collaborate closely with team members support renewals and expansion opportunities
Collaborate with the sales engineering and product team to set up or configure the software platform as per customers’ requirements and troubleshoot technical issues raised by customers
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
Provide insights to customers to ensure that they get the most out of SightCall with the aim of helping grow our customer base and business volumes within a customer account
Being the main point of contact between the company and a number of named enterprise accounts
Some travel in Europe will be expected
Experience
Min. 3+ years customer success or technical account management experience
Proven track record of working in an active day-to-day customer facing role
Experience working for a software industry/SaaS and/or with the client's business side (beyond IT)
Passion for technology and for being a part of a fast-growing SaaS company. Have, or be willing to learn, basic web technical skills
Skills and Qualifications
Educated to degree level (Bac+3 or superior) preferred
Candidate must be fluent English and French (no exceptions), and other languages highly appreciated (e.g. Italian, Spanish, Deutsch, etc)
Experience working with and managing, stakeholders and customers
Bias for action
A high level of accuracy and attention to detail is required
Excellent communication & interpersonal skills
Flexible approach, able to operate effectively with uncertainty and change
Driven, self-motivated, and enthusiastic with a “can do” attitude
About SightCall
At SightCall we are changing the world by providing the ability to show what you see in the context of the moment. SightCall provides enterprises with the ability to easily add live visual interactions in one click into their business process, tools and apps.
We are living in a very exciting time as we witness the success of our customers who are transforming the user experiences of their employees and customers after deploying our solution.
We are seeking motivated individuals with successful sales track records for winning Fortune 500 customers (Industry, Banking/Insurance, Services, Telcos, Service Providers, Channel Partners). Most importantly, we want people who share our excitement about our plan to eliminate billions of dollars of waste across industries with live visual assistance.