Digital CSM

Who We Want:

Bazaarvoice is looking for a Client Success Manager to join the Digital Client Success team. This team member acts as an integral escalation point for customers with our full suite of products in the high growth self-service segment of our business. Our Client Success team members are our deep business specialists and are responsible for delivering exceptional strategy and business support to our clients in driving successful outcomes.  We are looking for an individual who is passionate about client service, about solving business problems, and enjoys regularly exceeding client expectations. 

Job Responsibilities:

• Monitor and resolve client and internal requests pertaining to shared portfolio of non-managed clients with BV product solutions in contract.

• Act as a program success expert to educate, guide and support clients in develop a successful foundational social user-generated content program.

• Provide best practices for clients to gain the most value from their program with Bazaarvoice.

• Step in during sticking points of a client’s lifecycle to aid and advocate for resolution from the right internal resources

• Proactive assessment of client health, in conjunction with automated initiatives, to inform outreach, renewal, and escalation strategy across self-service portfolio.

• Partake in feedback loop to internal stakeholders (Global CX, Product, Client Success, C&C) to inform business of client pain points and opportunities

• Exemplify client centricity by serving customers above and beyond their expectations

• Prioritize and effectively blend tech-driven, 1:many, and 1:1 client interactions across a diverse group of accounts

• Deliver training/demo content to groups of customers

 

Skills and Experience Necessary for the Role:

• 1+ year of experience in a client-facing role 

• Confident and solid written and verbal communication in English

• College education – Bachelor degree or equivalent

• Knowledge of and experience with social media platforms, including Instagram and TikTok

• Skillful in time management, organizational systems, and prioritization

• Sufficient in meeting deadlines and expectations with reasonable supervision

• High level of comfort with Microsoft and Google suites

• Terrific relationship building skills with internal and external stakeholders

• Positive, self-starter attitude

• Curious mindset and a desire to learn

• Customer-centric orientation with a focus on delivering value

• Working hours: 3pm – Midnight IST

Nice to have:

• Demonstrated ability to manage a large number of disparate tasks

• Experience with Gainsight or similar CS automation tools

• Experience in the software industry, online and/or other marketing/eCommerce technologies