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- Tasks: Build strong customer relationships and drive product adoption in a dynamic environment.
- Company: Join 8x8, a leader in customer experience solutions with a collaborative culture.
- Benefits: Competitive salary, diverse workplace, and opportunities for personal growth.
- Other info: Office presence required 2 days a week in London, with excellent career advancement opportunities.
- Why this job: Make a real impact by helping customers succeed and driving business results.
- Qualifications: 5+ years in customer success with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 ÂŁ per year.
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 longâterm 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 endâuser engagement, the Customer Success Team is directly impacting 8x8 revenue with strong customer retention.
As a Senior 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 fastâpaced, dynamic environment. Please be aware that this role does entail office presence in our London, Whitechapel location 2 days per week, usually midâweek.
Responsibilities- Maintain monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption.
- Responsible for onâtime contract renewals.
- Quarterback internal and external initiatives through strategic account plans, customer business reviews and crossâfunctional partnerships with sales, support, professional services, product management and other teams.
- Develop strong multiâthreaded 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 through both internal and external resources.
- Effectively employ multiâchannel communication strategies that leverage our most effective customer touchâpoints including video, eâmail, 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 crossâfunctionally and closing the loop with the customer with results.
- Proven experience leveraging AIâenabled tools to enhance efficiency, problemâsolving, and collaboration.
- 5+ years direct and verifiable enterpriseâlevel 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 customerâcentric mentality.
- Strong analytical, problemâsolving and dotâconnecting skills with the ability to develop quick, accurate situational awareness.
- Enterpriseâready, solutionâoriented mindset to understand and solve complex customer issues.
- Experience and comfort interacting with and influencing Câlevel 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.
Senior Customer Success Manager employer: 8x8, Inc.
Contact Detail:
8x8, Inc. Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Senior Customer Success Manager
â¨Tip Number 1
Network like a pro! Reach out to current or former employees at 8x8 on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
â¨Tip Number 2
Prepare for the interview by knowing your stuff! Research 8x8âs products and customer success strategies. Show us how your experience aligns with their goals, and donât forget to have some questions ready to impress.
â¨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are talking about your achievements and how they relate to the role, the better you'll perform.
â¨Tip Number 4
Apply through our website! Itâs the best way to ensure your application gets seen. Plus, it shows youâre genuinely interested in being part of the 8x8 team. Donât miss out!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success and how it aligns with 8x8's mission to drive customer delight and retention.
Showcase Your Achievements: Donât just list your responsibilities; share specific examples of how youâve exceeded sales and customer satisfaction goals in the past. We want to see the impact you've made!
Be Authentic: At StudySmarter, we value authenticity. Let your personality shine through in your application. Share your passion for customer success and how you can contribute to our team culture.
Apply Through Our Website: We encourage you to apply directly through our website. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at 8x8, Inc.
â¨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to 8x8's goals. Be ready to discuss how you've used these metrics in your previous roles to drive product adoption and customer satisfaction.
â¨Showcase Your Relationship-Building Skills
Prepare examples of how you've built strong relationships with clients in the past. Highlight specific instances where you acted as a trusted advisor and how that positively impacted customer retention and upsell opportunities.
â¨Demonstrate Your Problem-Solving Abilities
Think of scenarios where you've successfully resolved complex customer issues. Be ready to explain your thought process and the steps you took to ensure customer delight, showcasing your analytical skills and solution-oriented mindset.
â¨Practice Your Communication Techniques
Since effective communication is key in this role, practice articulating your thoughts clearly and confidently. Prepare to discuss how you would leverage various communication channels to engage with customers and internal teams effectively.