At a Glance
- Tasks: Drive customer success and growth for Voice AI solutions, ensuring exceptional experiences.
- Company: Join AudioCodes, a global leader in voice communications and AI solutions.
- Benefits: Competitive salary, career development, and the chance to work with innovative technology.
- Other info: Dynamic role with opportunities to collaborate across teams and grow your career.
- Why this job: Be a trusted advisor and make a real impact on customer success and digital transformation.
- Qualifications: 3+ years in Customer Success or Account Management, with a focus on SaaS or cloud technologies.
The predicted salary is between 60000 - 75000 £ per year.
We are looking for a customer-centric and proactive
Customer Success Manager (CSM) to drive adoption, retention, and growth across Audio Codes' strategic Voice AI customers.
The CSM will serve as a trusted advisor and customer advocate, ensuring customers achieve business value while fostering long-term partnerships and identifying expansion opportunities.
We are Audio Codes, (NASDAQ: AUDC) a global leader in voice communications, voice AI, Unified Communications, Contact Center, and AI-powered customer experience solutions.
For over 30 years, we have helped enterprises and service providers worldwide modernize their communications environments and deliver exceptional employee and customer experiences.
As a trusted Microsoft partner and a leader in Voice AI and Conversational AI, Audio Codes enables organizations to accelerate digital transformation through innovative solutions that integrate seamlessly with Microsoft Teams, Zoom, and other leading collaboration platforms.
With a global presence, thousands of customers worldwide, and a strong ecosystem of partners, Audio Codes is recognized as a market leader in enterprise communications and AI-driven voice solutions.
Our Customer Success Manager is responsible for driving customer adoption, retention, and growth across Audio Codes' strategic Voice AI accounts.
Serving as a trusted advisor and advocate, the CSM ensures customers realize maximum business value while delivering an exceptional customer experience throughout the customer lifecycle.
- Own the end-to-end customer lifecycle, from onboarding through adoption, renewal, and expansion.
- Drive successful usage and adoption of Audio Codes Voice AI services for strategic customers.
- Act as the voice of the customer and primary point of escalation for service, delivery, and support matters.
- Build strong relationships with customer stakeholders and ensure an outstanding customer experience.
- Lead regular business reviews (weekly, monthly, and quarterly) to align on objectives, outcomes, and service performance.
- Define and monitor retention goals, proactively minimizing churn and maximizing customer value.
- Collaborate cross-functionally with Product Management, R&D, Sales, Support, and Finance to ensure customer requirements are understood and delivered.
- Analyze customer trends, usage patterns, and feedback to drive adoption, customer health, and growth opportunities.
- Identify and promote upsell and cross-sell opportunities that expand customer value and business impact.
3+ years of experience in Customer Success, Technical Account Management, or Account Management roles within a Saa S or cloud-based technology environment.
- Experience managing enterprise customers and driving adoption, retention, and expansion initiatives throughout the customer lifecycle.
- Strong understanding of cloud-based communication, recording, or Voice AI solutions ; experience with compliance recording platforms is an advantage.
- Technical background or familiarity with telecommunications, unified communications, networking, or cloud technologies .
- Excellent analytical skills and proficiency with
Microsoft Office applications , particularly Excel, Power Point, and One Note.
- Strong presentation, communication, and stakeholder management skills, with the ability to engage both technical and business audiences.
- Demonstrated ability to build trusted relationships with customers and cross-functional teams.
- Customer-centric mindset with strong consultative, problem-solving, and conflict-resolution capabilities.
- Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.
- Experience leading customer business reviews and coordinating with Product, R&D, Support, and Sales organizations is an advantage.
- Bachelor's degree in Business, Information Systems, Engineering, or a related field is preferred.
- Fluent English, both written and verbal, is required.
UK CSM - Voice AI in Farnborough employer: AudioCodes
AudioCodes is an exceptional employer that prioritises customer success and employee growth, making it an ideal place for a Customer Success Manager in the dynamic field of Voice AI. With a strong focus on innovation and collaboration, employees benefit from a supportive work culture that encourages professional development and offers opportunities to engage with leading technologies. Located in a vibrant industry landscape, AudioCodes provides a unique chance to work with top-tier clients while fostering long-term partnerships that drive meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land UK CSM - Voice AI in Farnborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AudioCodes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AudioCodes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace UK CSM - Voice AI in Farnborough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AudioCodes:Your cover letter is your chance to shine! Tell us why you want to work at AudioCodes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AudioCodes!
How to prepare for a job interview at AudioCodes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
