Customer Success Manager

at  Cyara

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com
Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/

LET’S TALK ABOUT YOUR SKILLS/EXPERTISE:

• Consistently delivers excellent customer experience: 3+ years of experience in a Customer Success Role
• strategic mindsight with experience managing large, multinational accounts
• Able to negotiate large, complex renewals to secure long-term contracts with standard uplifts
• Can have strategic conversations with and confident presenting to senior customer executives
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes
• Demonstrated background in developing and managing commercial relationships
• Proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Strong program management skills
• Strong analytical skills/ ability to identify patterns and spot trends
• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor’s degree in a related discipline is desirable

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
• Understand the value of Cyarato the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
• Negotiate long-term renewals with keen attention to detail and with secured revenue uplift
• Act as a program manager throughout the entire customer journey including professional services engagements
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Build adoption and value plans with customers to set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular client check-in meetings, onsite visits and Executive Business Reviews
• Coordinate and manage client special requests & projects
• Identify new opportunities within our existing customer base and grow revenue opportunities; Cross-sell & Upsell
• Travel may be required from time to time