We’re on the hunt for a high-energy, results driven Customer Success Manager to add to our rapidly growing team!
Who we are :
We deliver a broad range of call center solutions designed to deliver winning customer experiences. Enghouse Interactive helps transform the call center from a cost center to a powerful growth engine. Learn more here : W
Enghouse is a Canadian based, publicly traded company (TSX : ENGH) that provides enterprise software solutions focusing on remote work, visual computing and communications for next generation software defined networks.
Enghouse shares are traded on the Toronto Stock Exchange (TSX) under the symbol ENGH .
The Company’s two-pronged growth strategy focuses on internal growth and acquisitions, which, to date, have been funded through operating cash flows.
The Role and What You’ll Do :
The role of the Customer Success Manager is to enable our customers to be successful with our product suite and achieve their desired outcomes by driving product and new feature adoption, quickly resolving technical issues and providing a feedback loop of behalf of the customer to the rest of our company (including technical support, sales, product and engineering).
This position reports to the Director, Customer Success.
Manage assigned Channel and act as the primary point of contact for client relationships
Build trust and create meaningful relationships among channels and customers
Anticipate customer requirements and potential challenges
Identify opportunities to cross-sell and upsell clients on additional products and services
Prepare and submit executive reports to the Sales Manager
Manage and develop channels.
Support sales with customer renewals, proactively identifying and prioritizing resources and effort based on perceived risk, potential growth, strategic value, and renewal schedule
Work closely with Sales, Pre-sales, and Operations teams to ensure an exceptional customer experience and take care of any customer issues
Communicate process / tools / systems improvement opportunities
Serve as the primary contact in solving complaints and addressing service or product issues
Analyze and document the country's potential market behavior, business advances, and customer achievement outcomes
What you bring :
5+ years experience in Commercial Area
English and Portuguese
Experience in directly managing Channel relationships in product companies
Experience in Contact Center Solutions
Experience in SaaS or Software industry
Bachelor's degree in Telecommunications, Computer or Electronics Engineering, Business Administration, Computer Systems Administration, Economics or Marketing
Strong leadership skills to advocate cross-functionally on behalf of customers
Prior experience managing a diverse portfolio of customers
Passionate about helping customers and relationship development
Excellent listening, verbal, and written communication skills
Resident in Portugal.
What we offer :
You will get the opportunity to work in a growing, diverse and international company that offers a competitive salary and benefits package, including, Life insurance, Private medical insurance, work-life balance and career advancement!