Customer Success Manager

Description

AudioCodes is looking for an enthusiastic, people-oriented Customer Success Manager who will help us drive customer wins to ongoing success.

About AudioCodes

AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a global leader in Unified Communications, Contact Center and Conversational AI services and solutions for enterprises, enabling them to improve their customer experience (CX) and employee experience (EX) through enhanced communications and collaboration.

Powered by AI, AudioCodes offers a comprehensive range of solutions, services and SaaS applications that provide seamless interoperability with the world’s leading unified communications as a service (UCaaS) and contact center as a service (CCaaS) platform, including the world’s most comprehensive range of solutions certified for Microsoft Teams.

Enterprises across the world, including over 65 Fortune 100 companies, leverage AudioCodes expertise to enhance their productivity, collaboration, business process automation & intelligence, compliance and customer interaction.

AudioCodes global reach is achieved via its expert sales and support teams, plus its worldwide community of certified resellers, integrators and service providers. For more information on AudioCodes, visit https://www.audiocodes.com/.

Responsibilities

As a key member of the Voca CIC team in HQ, you will help us make every deal won a success story. You will oversee contact center, conversational IVR, virtual agents, bots and automation \projects and work with global services, product management and business functions to ensure their success.

Serving as our business line’s enterprise customer ambassador, you will help our customers go live as smoothly as possible, represent their needs in from day one and onwards, and feed back inputs to product and business teams to drive ongoing optimization.

You will also work to lead customer relations, community activities and growth, and help connect us with customers, as well as between customers and themselves.

Your work will be backed by an array of business, sales, marketing, product and services functions, working in conjunction to drive overall customer success.

 Our ideal candidate is passionate about making every customer a happy one. They are good with people, on both the customer and their team’s side, and organized enough to master and drive our customer base to ongoing success.

 To succeed in this role, you should have relevant experience or basic understanding of SaaS, Customer Service, Customer Experience, Contact Center, Bots, AI or Conversational AI applications.

Objectives of this Role:

·      Lead and manage the Voca CIC customer project pipeline

·      Establish a trusted and strategic advisor relationship to help drive the continued value of Voca CIC

·      Work to drive a better connection with our customer base and develop a customer community

·      Maintain and develop customer success strategies and best practices, as well as customer

support content

·      Work to drive a better connection with our customer base and develop a customer community

·      Communicate effectively with both internal and external senior-level management to understand

customer needs, maximize retention and growth, and communicate findings

·      Maintain existing customer success metrics and data as directed

·      Serve as the day-to-day point of contact for assigned accounts, building trust and rapport, while

identifying areas of opportunity, highlighting best practices and documenting them

Requirements

·      2 to 5 years of experience in Customer Success

 ·   Experience in a SaaS company

·      Strong verbal and written communication, strategic planning and project management skills

·      Analytical and process-oriented mindset

·      Comfortable working across multiple departments

·      Active team player, self-starter and multitasker who can quickly adjust priorities

·      A people’s person

·      Excellent level of writing and speaking in English

Preferred qualifications:

·      Bachelor’s degree

·      Knowledge in AI, Bots, Contact Center, Conversational AI, Cloud or SaaS