At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.
The 8x8 Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers' unique business objectives. As the quarterback and driver of account enablement, adoption, and end-user engagement, the Customer Success Team directly impacts 8x8 revenue with strong customer retention. As a Senior Customer Success Manager, you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified business book.
The right candidate will be adept at managing multiple priorities without sacrificing proactive customer delight in a fast-paced, dynamic environment and has great verbal and written communication skills in French.
Responsibilities
Maintain monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoptionResponsible for on-time contract renewalsQuarterback internal and external initiatives through strategic account plans, customer business reviews and cross-functional partnerships with sales, support, professional services, product management and other teamsDevelop strong multi-threaded customer relationships and serve in the role of trusted advisor to 8x8 customersAnalyze health metrics and provide leadership and/or execution of adoption and retention plays through both internal and external resourcesEffectively employ multi-channel communication strategies that leverage our most effective customer touch-points including video, e-mail, phone, channel partners, and internal & external championsContribute to lifetime revenue expansion by identifying upsell opportunities organically via stakeholder consultations and proactively addressing renewal riskRepresent the voice of the customer within 8x8, serving as the customer advocate cross-functionally and closing the loop with the customer with results
Qualifications
5+ years of direct and verifiable enterprise-level customer success experienceProven track record of success with a verifiable history of exceeding sales and customer satisfaction goalsStrong verbal and written communication skills in FrenchDriven by personal, team and company achievement with a commitment to excellencePossess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentalityStrong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awarenessEnterprise-ready, solution-oriented mindset to understand and solve complex customer issuesExperience and comfort interacting with and influencing C-level executivesStrong communication skills, written and verbal, with understanding of situational best practicesExcellent presentation skills for small to large audiencesAbility to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomesSaaS experience requiredExperience in Video, Contact Center or Web Collaboration is desirableBS or equivalent education and relevant experience
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