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Manager Customer Success
de Talkdesk Lisboa em Lisboa (Publicado em 09-10-2021)
At Talkdesk, we are disruptive risk-takers. We don't have a traditional way of doing things and will do whatever it takes to build a product that improves customer experiences. Join the adventure and grow with us. With $268 million in funding and more than 1,800 customers, we're revolutionizing the industry of contact centers. Join a hyper-growth company that's innovative, bold, and ambitious. Be a part of the future of technology and make an impact on an evolving industry. If you're a self-starter and hungry to learn, apply now and enjoy the ride.
Responsibilities:
- Select, manage, coach, and mentor a talented, remotely-distributed team of Enterprise Customer Success Managers, responsible for customer retention, growth, and advocacy
- Engage deeply with our customers; attending EBRs, facilitating thought leadership, and establishing close relationships with executives
- Deliver best-in-class customer retention and growth metrics
- Work closely with Marketing on customer advocacy programs
- Use a data-driven approach to building budget and growth plans
- Translate business objectives into an execution strategy and successfully execute on the strategy
- Collaborate with the product and engineering teams to champion the needs of our largest customers
- Develop deep and ongoing understanding of the Talkdesk product and the competitive space, with the ability to speak about everything from industry landscape to platform architecture
- Continue to recruit, train and develop our world-class CSMs
- Serve as Executive Sponsor of select customer relationships
Requirements:
- 6+ years in a customer-facing leadership role
- 8+ years in customer success, customer service, or sales roles
- Experience working for a B2B SaaS company that has scaled successfully through rapid growth
- Excellent people management skills; high empathy and consideration for team morale and individual career progression
- Experience building and scaling world-class teams; experience hiring, onboarding and training
- Understand the development and implementation of large-scale, complex applications
- Experience working for a company that provides a 'mission critical' product
- Highly effective in thriving in an inclusive and multicultural environment
- Master's degree is appreciated
- Experience with Salesforce is preferred
- Experience with CX Industry is preferred
- Fluent in English
- For the EMEA based leader roles, the ability to speak other languages is a plus (i.e., especially Portuguese, French, Spanish, German, etc)
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