Customer Care Manager

Customer Care Manager

Dallas, Texas / Pegasus Pegasus / Full-time Uniphore is the global leader in Conversational Service Automation. The Companys vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard.

Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent.

All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore, the global leader in Conversational Service Automation, is seeking a Customer Care Manager (CCM) to support our clients as they transition from sales prospects to active users of our solutions.

As CCM you will ensure our partners are set up for success right from the start, guiding them through deployment and roll out of our SaaS solutions.

In collaboration with the Client Partner and Solution Architect teams, this key role will drive adoption by learning customer goals and providing solutions on how to achieve them.

Were looking for driven people with a customer-first mentality and a focus on delivering value to our client businesses.

You will be responsible for onboarding new users and enabling them on the integration of Uniphores solutions, acting as trusted advisors to identify upsell and cross-sell opportunities.

As the voice of the customer, you will keep users engaged as well as providing feedback to our sales and technical teams on common behaviors on our solutions. Responsibilities :

• Ensure successful deployment of our SaaS platform at clients signed by the Client Partner team
• Work with customers to jointly establish goals and metrics used to evaluate progress to ensure maximum success.
• Be the voice of the customer : Provide feedbacks to internal XFN teams in a timely manner
• Carry renewal quota
• Identify upsell and cross-sell opportunities.
• Create a community of Uniphore champions
• Enrich this community via virtual and in-person events
• Partner with Marketing on client success stories and use case libraries
• Train the trainers : make our champions super users of our platform so they can enable their internal colleagues to take full advantage of what we offer
• Host Webinars to train at scale
• Responsible for client retention
• Willingness to travel up to 25% of the time

Minimum Qualifications :

• 7+ years of customer success experience, Product Adoption, Change Management or Project Management.
• Well versed in Sales Applications, cloud-based services, video AI and web conferencing solutions and how they are used by customers.
• Strong organizational skill interpersonal and presentation skills that can bring customer value and business impact together.
• Validated success in post-sales adoption of SaaS offers to market
• Versatility in B2B enterprise technology and SaaS solutions for medium to large enterprises
• Minimum of a Bachelor's degree or MBA preferred
27 days ago