THE TECH EVANGELIST, DRIVING EFFICIENCY AND VALUE FOR COMMERCE CUSTOMERS
As a Senior Customer Success Manager, you will be the trusted advisor and
Commerce SME for our customers. You will have the mission to drive customer
engagement, product adoption, satisfaction and advocacy, in line with agreed
upon joint focus areas and objectives. You will take a consultative approach to
ongoing customer product enablement to address skill deficits as well as advise
on best practices and solutions that address customers’ desired outcomes, either
through existing or new products and capabilities.
THERE WON’T BE ANY TYPICAL DAY IN THIS POSITION, BUT HERE ARE SOME PRIORITIES TO
FOCUS ON:
- Provide an outstanding experience to Coveo’s enterprise Commerce customers as
they complete the sales process and transit to the CS team.
- Grow customers’ depth of understanding by providing enablement sessions on
new and existing features and capabilities, and translate complex concepts
into easy to understand solutions.
- Act as both the Domain Expert (Commerce landscape and Search) and product
Superuser to instate a high level of customer confidence in you and the Coveo
solutions.
- Apply appropriate language depending on stakeholders you engage with,
starting with non-technical Business Users, Commerce Directors all the way
through to Technical Audiences (CIOs, CTOs).
- Advocate the customers’ needs across departments internally.
- As the primary point of contact for customers, liaise with all departments
throughout the organization to understand the customer goals/outcomes and
ensure quality of product configuration for customers in the implementation
process.
- Contribute, author, and edit Coveo customer facing content as part of the
Coveo Knowledge Management initiative.
EXPERIENCE THAT COULD POSSIBLY ACCELERATE YOUR SUCCESS IN THIS ROLE
To be successful in this role, you must be able to understand technical concepts
as well as have a strong business acumen, both of which will enable you to see
the big picture. You will be required to think of innovative ways to get the job
done and help your customers build creative strategies to implement our product
successfully.
AMONG OTHER THINGS, WE WILL BE REQUIRING:
- Excellent relationship building skills, as you will be required to interact
with cross-functional team members throughout the company to advocate for
customer needs.
- Strong analytical skills; ability to translate numbers into a value story.
- Strong functional consultative approach to customer management with a
passion for identifying solutions to meet customers’ business goals
(understanding how complex solutions work in practice).
- Tech-savvy: strong technical enterprise-level computer software background
supporting customers in a SAAS environment.
WHAT COULD REALLY MAKE YOUR PROFILE STAND OUT:
- Experience in a similar customer success role or in a solution consulting
role.
- Exposure to CRM best practices (Salesforce preferred) and with Commerce
solutions.
- Experience with BI tools / analytics.
- Understanding of technical concepts and translating these into practical
applications within the Coveo platform.
Do we have a fit?
Send us your resume! Join the CoveoLife!
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