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Customer Experience Manager

1 week ago

Skibbereen, Cork, Ireland Cyara Full time

Cyara, a leading provider of Automated CX Assurance Platforms, seeks an exceptional Associate Customer Success Manager to join their team. This hybrid role offers flexibility and requires regular travel to the company's office in Skibbereen, Ireland.

Job Description:
  • Utilize 1-to-many and 1-to-1 communication strategies to drive end user engagement and maximize product adoption.
  • Manage, negotiate, and close renewal opportunities to maximize retention.
  • Identify repeatable strategies and build upon existing playbooks to drive adoption, renewal growth, and mitigate risk.
  • Leverage different channels at the right time to deliver value for customers at different points in their journey.
  • Own customer outcomes, ensuring they receive value from Cyara's solutions.
Key Responsibilities:
  • Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations to increase value.
  • Identify new opportunities within the existing customer base and collaborate with the sales team to grow revenue; cross-sell & up-sell.
  • Deliver insights based on customer and industry usage to identify areas for improvement, optimization, and expansion.
  • Act as an escalation point when things are not going to plan.
About You:
  • You have excellent focus on customer experience: 1+ years of experience in a customer-facing role.
  • A great communicator who can get on the phone or video meetings with customers as well as implement effective 1-to-many campaigns.
  • Show attention to detail and follow a structured engagement plan, but also have the initiative to try new plays and strategies.
  • Strong data analytics skills to identify patterns and spot trends to inform your approach.
  • Be an excellent project manager to stay on track of your book of business.
  • Understand the difference between Customer Success and Customer Service.