Customer Success Manager

• Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching
• Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication
• Utilize tools like Salesforce, Intercom, and Jira to track team performance and identify trends, risks, and areas for improvement
• Identify gaps in existing processes and implement changes to enhance efficiency
• Act as a liaison between the Customer Success team and other departments
• Provide regular feedback and mentoring to agents
• Plan shift schedules and manage ticket queues
• Provide insights from the CS team to the Product team

Customer Success Team Lead

• Team Management: Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching.
• Escalation Handling: Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication with clients.
• Reporting & Analysis: Utilize tools like Salesforce, Intercom, and Jira to track team performance and to identify trends, risks, and areas for improvement.
• Process Improvement: Identify gaps in existing processes and implement changes to enhance efficiency, reduce response times, and improve overall customer satisfaction.
• Cross-Team Communication: Act as a liaison between the Customer Success team and other departments, such as Product, Account Management & Sales.
• Agent Development: Provide regular feedback and mentoring to agents, helping them build confidence and develop their skills in customer success.
• Workload & Schedule Management: Plan shift schedules and manage ticket queues to ensure an even workload distribution among team members.
• Collaboration on Product Feedback: Provide insights from the CS team to the Product team, ensuring customer pain points are addressed in product updates or fixes.

• Review and improve Customer Success processes, tools, and workflows.
• Identify manual, repetitive, or inconsistent work that could be simplified or automated.
• Help build, maintain, and improve AI-supported CS workflows, outreach, alerts, internal agents, and other existing AI tools.
• Use data to spot customer risks, opportunities, portfolio gaps, and team inefficiencies.
• Support CX AI initiatives across customer experience teams through consulting, opportunity identification, and hands-on troubleshooting.
• Educate Customer Success and broader CX teams on practical AI use cases and how to use AI efficiently in everyday work.
• Keep CSM documentation, processes, and operational assets clear and up to date.
• Help the team understand where AI can create real value, how to use it responsibly, and how to avoid unnecessary noise or complexity.

Customer Success Manager – AI Ops

Implementation Specialist

• Implement the full feature set of the Bazaarvoice core platform to deliver maximum value.
• Manage project scope, changes, issues, and ensure customer satisfaction throughout the process.
• Proactively prioritize tasks, track contract status, and mitigate scope creep to ensure project success.
• Collaborate closely with Sales, Engagement, and Client Success teams to align objectives.
• Own the end-to-end implementation process, from Technical Kickoff to Production QA.
• Understand client objectives and KPIs to effectively configure and customize solutions.
• Train end users and ensure adherence to best practices for Pixel, SEO, and Syndication.
• Become an expert in Bazaarvoice products, methodologies, and tools to provide high-level support.
• Manage configurations, data migration, and validation to ensure smooth transitions.
• Coach client technical teams and communicate potential risks and issues in a clear, actionable way.
• Build and manage multiple client relationships, while tracking progress and tasks in Certinia.
• Contribute to team collaboration, continuous process improvements, and knowledge sharing..

Technical Implementation Consultant

• Collaborate closely with stakeholders across marketing, customer growth & sales automations, product, compliance, and other SEB units to understand business needs and translate them into data-driven communication solutions
• Work with large datasets by combining, cleaning, and filtering data to create precise and accurate customer samples for targeted communication (both mandatory and marketing)
• Design and implement automated, cross-channel communication solutions using Salesforce Marketing Cloud
• Drive customer communication efforts in line with a customer-centric approach
• Continuously improve communication relevance and effectiveness through data-driven decision-making
• Contribute to new initiatives and improvements in direct marketing and customer engagement

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