Job Opportunities API

About Engageware Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform offering appointment scheduling, virtual assistants, and customer engagement solutions. Our platform enhances digital and in-person interactions, streamlining customer journeys across multiple touchpoints. About the Role As a Customer Success Manager, you will deliver a high-value Customer engagement to improve adoption and Customer satisfaction. The Engageware CSM supports the ongoing engagement, success, and growth of Engageware’s Customer base.   You are passionate about creating a positive Customer experience and excited to roll up your sleeves to make Customers successful. Travel is required. Key Responsibilities • Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions • Maintain consistent Customer engagement and communication • Experience leading on-site strategic business reviews and executive presentations • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items. • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc. • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities • Update and manage key metrics in the following areas for each Customer in an account portfolio: • Customer/Product health (RAG status) and overall account status • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend • Cadence • Account management information and statistics • Usage of Engageware products • Voice of Customer What we’re looking for in the ideal candidate: • 5 years as a CSM supporting customers in Financial Services and Wealth Management vertical • Superior written and oral communication skills • Detail oriented, meticulous record-keeping, highly organized • Ability to manage multiple and concurrent (often competing) priorities • Ability to understand and speak to different audiences (internal and external) • Advanced critical thinking and problem-solving skills, focus on continuous improvement • Proven track record in a Customer-facing role • Exceptional collaboration skills • Empathetic and positive attitude with a desire to make Customers successful Qualifications • Post-secondary degree or relevant experience • Technical competency and aptitude with software applications, tools, and internal systems • 8+ years in Customer Success, Account/Relationship Management, or similar roles • Travel is required