Clickatell

Customer Success Manager

• Work in close coordination with the regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).
• Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.
• Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
• Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.
• Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
• Contribute to strategic product develop in relation to target markets and specific use cases.
• Work on specific identified accounts (applying the best practices) in collaboration with virtual team across the business, to convince clients to deploy and invest and help them to be successful.
• Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
• Operate as a strong team player to achieve various goals and objectives
• Demonstrate ongoing value realisation by defining and documenting the customer’s business objectives, definition of success and key success milestones; performing periodic business reviews and demonstrating value realised from the Clickatell solution.
• Own and manage the customer engagement plan, including a monthly rhythm of business and quarterly performance/value reviews, defining oneself as the voice of the customer, while also developing, executing, and monitoring a strategic Customer Success Plan that incorporates key health KPIs, renewal, and growth plans.