Enterprise Customer Success Manager

Are you driven by innovation and looking to thrive in a fast-paced, growing environment? Join us at Calabrio and be part of our dynamic team! Help us reshape the landscape of customer experience—where every interaction becomes an opportunity, and every insight drives meaningful change.

Introducing Calabrio – The trailblazers in customer experience intelligence! Revolutionizing the way organizations connect with their customers, we empower businesses to elevate every interaction to new heights. Our cutting-edge cloud platform, coupled with AI-driven analytics tools, unlocks the true essence of customer sentiment, turning data into actionable insights with lightning speed.

Calabrio is seeking a high touch, enterprise level Customer Success Manager to join our growing Revenue organization! In this role, the CSM is directly accountable for your customers' successful product deployment, adoption, retention, and advocacy. The right candidate is an expert relationship builder and deeply understands their customers’ business models, core problems, and critical use cases. If you are technically savvy, love building relationships, are solutions oriented, thrive on wowing customers, and will go above-and-beyond to serve our customers, this role is for you!

What you'll be doing:

• Customer Engagement
• Business partner to the customer
• Present to stakeholders the opportunities and usage of the contact center. Engaged with all levels in the customer business
• Stakeholder mapping and decision maker analysis. Close relationships with all identified
• Expansion of thinking and progressive strategies within the contact center

• Adoption of Product
• Drive adoption to Calabrio products to insure depth of knowledge and expansion within the product portfolio.
• Tie together the needs of the customer with the solutions of the product suite
• Recommend next steps / long term strategies

• Sales
• Identify and close upsell / cross sell opportunities
• Retain & renew customers
• Create advocates for Calabrio; Referenceable accounts, case study participants, etc

• Internal Influencer
• Partner across internal Calabrio experts to provide additional consulting / sales / demonstration of products. Know when to pull in experts

Requirements

• Bachelor's degree or equivalent, relevant working experience
• 5+ years of Account Management, Business Development, Customer Success or similar background, preferably within a SaaS organization
• Knowledge and experience of the contact center space, 1 or more of the WFO products (WFM, QM, Analytics or Reporting)
• Experience working with SLED in customer success, sales, or vendor management
• Consultative style and approach. Ability to understand needs of customer and translate into practical application(s)
• Sales solutions – identify needs and support the expansion of the customer.
• Ability to forecast expansion opportunities and business impact.
• Internal influence, collaboration to achieve results
• Financial & contract acumen to manage core accounts, account receivables, terms and conditions of contracts
• Proactive and professional communication

Benefits

You've learned about what you'll be doing, here's what benefits you'll be getting when you join Calabrio: 

• Global team recognized for their passion for innovation. 

• Innovative product culture and project exposure. 

• Training and development from industry-leading experts. 

• Cutting edge benefit programs that include: 401(k) & matching; Medical, Dental, Vision Insurance; Disability & Life Insurance; Flextime Off, Paid Holidays, & Parental Leave; Tuition Reimbursement. 
• We offer market competitive pay and benefits based upon the candidate’s skills, experience, and qualifications. Starting rate of pay for this salaried position is targeted at $90,000 annually.

Our Power is Our People, driven by Our Core Values:

                  Relentless Innovation: Kick status in the quo.

                  Customer Obsessed: Put the customer first. Always.

                  Results Matter: Take action that impacts. Every day.

                  Ignited by Our Diversity: Invite inspiration from everyone.

What we value most…workplace diversity and ensuring an environment of mutual respect.  We believe that diversity and inclusion are critical to our success, and we are proud to be an equal opportunity employer. Our commitment is to continue to