Customer Support Group Full time UK-London Office
8x8 connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.
The 8x8 Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As the quarterback and driver of account enablement, adoption, and end-user engagement, the Customer Success Team is directly impacting 8x8 revenue with strong customer retention. As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified book of business. The right candidate will be adept at managing multiple priorities without sacrifice to proactive customer delight in a fast-paced, dynamic environment.
Responsibilities
- Maintain monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption
- Responsible for on-time contract renewals
- Quarterback internal and external initiatives through strategic account plans, customer business reviews and cross-functional partnerships with sales, support, professional services, product management and other teams
- Develop strong multi-threaded customer relationships and serve in the role of trusted advisor to 8x8 customers
- Analyze health metrics and provide leadership and/or execution of adoption and retention plays thru both internal and external resources
- Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points including video, e-mail, phone, channel partners, and internal & external champions
- Contribute to lifetime revenue expansion by identifying upsell opportunity organically via stakeholder consultations and proactively addressing renewal risk
- Represent the voice of the customer within 8x8, serving as the customer advocate cross-functionally and closing the loop with the customer with results
Qualifications
- Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration.
- 5+ years direct and verifiable enterprise-level customer success experience
- Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals
- Driven by personal, team and company achievement with a commitment to excellence
- Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
- Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
- Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
- Experience and comfort interacting with and influencing C-level executives
- Strong communication skills, written and verbal, with understanding of situational best practices
- Excellent presentation skills from small to large audiences
- Ability to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomes
- SaaS experience required
- Experience in Video, Contact Center or Web Collaboration desired
- BS or equivalent education and relevant experience
8x8 believes diversity makes our company stronger which is why we are a proud equal opportunities employer and encourage all of our staff to bring their authentic selves to work. We believe in fairness which is why we have been a member of the Living Wage Foundation for many years and we believe in security so reserve the right to undertake background checks on anyone that we extend an employment offer to.
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