SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Ensure successful deployment of products purchased by customers thru Radware professional services. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19

SmartKarrot

JULY 27, 2022

Provide ongoing training, support and guidance to ensure the team is well equipped to provide industry-leading customer success services and proactive support. Identify and implement customer success tools, strategies, and tactics to ensure process efficiencies and scalability of a fast-growing company.

Engineering 19

Engineering Finance Best practices Upselling 19

SmartKarrot

APRIL 28, 2023

Apply here: [link] Role: Customer Success Manager Location: Hamilton, Ontario, Canada Remote Organization: Compass Search Group LLC As a Customer Success Manager, you’ll work with customers to comprehend their needs and find ways to improve the customer experience.

Upselling 19

Upselling Coaching Engineering Customer retention 19

ProProfs Blog

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. You can verify it by doing your research and talking to your customers via customer surveys. The collected customer feedback will effectively help you with product-market fit analysis.

Marketing 78

Marketing Surveys Customer retention Metrics 78

SmartKarrot

FEBRUARY 8, 2022

Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to fully understand the publishers’ business strategies and measurements for success. Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

DECEMBER 9, 2021

Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts. Collaborate cross-functionally to extend the reach and capability of the Customer Success team. Cross Sell/Upsell other Vonage products and services. Apply here: [link].

Engineering 19

Engineering Finance Accountability Government 19

SmartKarrot

NOVEMBER 2, 2022

Evolve the customer engagement models to incorporate both managed and self-service orientations. Be the voice of the customer, driving proactive cross-functional alignment and collaboration internally with key stakeholders in Sales, Product, Engineering, and Finance. Apply here: [link].

Finance 19

Finance Accountability Upselling Consulting 19

SmartKarrot

MARCH 9, 2022

Represent the voice of the customer by providing product and customer experience feedback along with recommended enhancements. Grow and manage a team of customer success managers. Own customer support cases and triage accordingly. Managing and analyzing customer health through the team and business.

Finance 19

Finance Government Upselling Accountability 19

SmartKarrot

OCTOBER 19, 2021

Drive growth initiatives including increased revenue attainment, upsell sales opportunities, increases customer adoption, and improved customer satisfaction. Be a strong customer advocate to drive continuous improvements in customer experience by actively partnering with Customer Support and Product.

Upselling 19

Upselling Accountability Engineering Sales 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

MARCH 1, 2023

Coordinating with Product and Engineering to identify and track local customer requirements. to successfully establish and sustain relationships with our customers and to increase our influence so that they will become champions for simpleclub. assist our customers in implementing our goods and services successfully.

Enterprise 19

Enterprise Upselling Accountability Coaching 19

SmartKarrot

SEPTEMBER 21, 2021

Assist with technical dry runs, preparing the customer for a successful show. Communicate with customer often via email and video calls. Be proactive and friendly, offering the highest level of support to customers. Collect customer feedback and communicate this to the product team. Apply here: [link].

Upselling 19

Upselling Enterprise Accountability Engineering 19

SmartKarrot

MARCH 16, 2023

Product Feedback: Gather important customer input and organise it into needs that the product team can prioritise and carry out. CSM and customer support jobs should be recruited, onboarded, ramped up, and developed. Plan and oversee the customer renewal process to keep the net churn rate at or below zero.

Upselling 19

Upselling Coaching Engineering Accountability 19

JivoChat

JANUARY 17, 2021

Not only that, it has the highest customer satisfaction level of any support channel across multiple industries: In this guide, we’ll examine the benefits of live chat and look at how support agents and managers can best use it to improve customer support and conversions. What is Live Chat Support?

Best practices 52

Best practices CRM Customer Support Personalization 52

SmartKarrot

JUNE 23, 2020

You will have to engage with a defined set of customers and drive adoption as well as customer success at the BrightEdge platform. Work with your assigned Strategic Account Manager to meet retention and upsell goals. Identify and develop potential upsell opportunities.

Engineering 10

Engineering Upselling Finance Enterprise 10

SmartKarrot

SEPTEMBER 23, 2021

Manage customer risk assessment, expansion opportunities and deliver regular performance and activity reports to leadership. Drive cross-sell, upsell, and expansion opportunities within your territory. Identify opportunities to improve the customer experience. Provide ongoing product expertise as customer use evolves over time.

Upselling 19

Upselling Advertising Analytics Coaching 19

Amity

MARCH 15, 2018

Account Managers on the other hand focus on upsells, the contractual details of a customer’s experience, and their journey. They should create business plans and grind out the nitty-gritty details of the account with the customers. It also helps to be able to provide invaluable insights to Product and Engineering teams.

Management 69

Management Metrics Accountability Surveys 69

SmartKarrot

AUGUST 11, 2021

Role: Director, Customer Success Location: Boston, MA, US Organization: ECI As a Director of Customer Success, you will establish relationships with key decision-makers among clients to effectively manage expectations. Own and be accountable for all aspects of the customers’ relationship including escalations and service issues.

Engineering 10

Engineering Upselling Accountability Coaching 10

GetFeedback

AUGUST 16, 2018

The Customer Effort Score (CES) has been gaining attention in the support community for years because it focuses on the entire support experience—start to finish—rather than individual interactions. This is important, since frictionless support experiences build customer loyalty and combat churn.

Metrics 79

Metrics Customer Service Surveys Self service 79

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services.

B2C 60

B2C SaaS Accountability B2B 60

SmartKarrot

JANUARY 27, 2021

Apply here: [link] Role: Director of Customer Success Location: San Francisco, CA, US Organization: Nacelle As a Director of Customer Success, you will recruit, manage, coach, and inspire a team of technical on-boarders and customer support/success. Identify opportunities for continuous improvement.

Upselling 10

Upselling Airlines Education Accountability 10

SmartKarrot

JUNE 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention.

Enterprise 10

Enterprise B2C Education Coaching 10

SmartKarrot

MARCH 15, 2021

Apply here: [link] Role: Senior Customer Success Manager Location: Remote, United States Organization: UserGems As a Senior Customer Success Manager, you will be responsible for overall accountability for your customers’ success, which includes implementation, adoption, retention, and overall satisfaction.

Upselling 10

Upselling SaaS Accountability Engineering 10

SmartKarrot

OCTOBER 23, 2020

Develop company-wide customer success motion onboarding processes, between Compliance, Marketing, Sales, Product, and Technology to identify opportunities and risks of onboarding and retention. You will lead the Customer Support function to continue to meet the demand of the growing partner base as the business scale up and growth needs.

Finance 10

Finance Upselling Accountability outsourcing 10

SmartKarrot

APRIL 23, 2020

There are various other names for customer success manager being used in the industry like Customer Success Engineer, Sales Manager, Customer Success Specialist, others. We notice there is decent overlap with account management, sales and customer support.

Management 10

Management Complaint resolution Customer retention Engineering 10

SmartKarrot

MARCH 31, 2022

The major goals for any team are increasing revenue, making customers happy, product adoption growth, and more. Every team needs to keep customers at the core to align their work accordingly. All arms of the company, such as product, support, sales, engineering, marketing, and IT, need to work with customers in mind.

SaaS 10

SaaS Sales Feedback Upselling 10

SmartKarrot

FEBRUARY 9, 2022

Due to this very reason, it becomes extremely difficult for the CCOs to pitch budget ideas for customer success successfully. . Since customer success is a new field, relatively, there are lesser chances of finding top talent specific to the CS domain. CSMs need to know the latest trends and hacks in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

SmartKarrot

MARCH 9, 2022

Increase in upselling and retention. The biggest advantage of a product-led approach is that it keeps the product, sales, and customer success teams aligned. Therefore, by adopting this approach, you can constantly improve your product based on the feedback you get from your customers. Gaining sales support.

Sales 10

Sales B2C SaaS Education 10

JustCall

MAY 8, 2022

In recent times, smart customer support teams have steered their approach in how they engage customers. However, an automated sentiment analysis engine helps you gain a deeper understanding of your customer’s wants and needs. Why is customer sentiment analysis important? (7 Centralize all the feedback.

Analytics 52

Analytics Feedback CRM Upselling 52

Totango

AUGUST 11, 2022

Digital interactions that inform SaaS client relationships span the range of the customer journey , from pre-purchase marketing engagements to onboarding to subscription renewals, upsells and brand advocacy. Examples include: Search engine queries and ads. Customer satisfaction and feedback surveys. Website visits.

SaaS 106

SaaS Journey mapping B2B Feedback 106

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Customers who contact support frequently are more likely to be less satisfied. Upsell/cross-sell potential.

Engineering 52

Engineering SaaS Upselling Metrics 52

Amity

OCTOBER 31, 2016

Uberflip has always had a strong marketing team because, after all, we’re a content marketing platform, the sales team has grown a ton over the last couple of years, and we have an amazing, fast-growing engineering team that’s built an amazing product. How did you personally get started in Customer Success?

Coaching 0

Coaching Engineering Upselling Marketing 0

SmartKarrot

MARCH 16, 2022

Apply here: [link] Role: Junior Customer Success Manager Location: Remote, United Kingdom Organization: Storyteller As a Junior Customer Success Manager, you will be managing Customer Success (Account Management of clients) across the non-enterprise tiers plus initially the general Customer Support at Storyteller.

Upselling 3

Upselling Engineering Enterprise Management 3

ShepHyken

JANUARY 14, 2022

This week we feature an article by Todd Zerbe Senior Vice President of Engineering at Avaya. He shares why a neutral experience is just as bad as a negative experience and what can turn a neutral customer experience into an amazing one. Think about your most recent customer experience.

Banking 175

Banking Engineering Upselling Interactive Voice Response 175

Comm100

FEBRUARY 10, 2022

Creating excellent customer service through personalized recommendations, support, and the overall shopping experience can significantly boost your sales rate and repeat orders. When the next service rep sees this rating, they will know what kind of service the customer has had so far. Go omnichannel with your customer support.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. Why Do So Many Voice of Customer Programs Fail to Improve Customer Experience?

Analytics 45

Analytics Feedback Surveys Enterprise 45

Tethr

JUNE 22, 2020

Without listening to our own customers’ feedback, Tethr wouldn’t be the enterprise listening platform it is today. Shares our Chief Customer & Strategy Officer, Steve Trier, on how Tethr became Tethr: it was “our people and our willingness to adopt new processes and adapt to new customer needs quickly.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66