Senior Customer Success Partner

What Zoovu Does

Zoovu has really taken off this year! As an award-winning leader in Conversational Search, we’re 180 employees strong and fast-growing. With 8 office locations worldwide, we have the advantage to tackle a vast variety of industries including: consumer electronics; health and beauty; manufacturing and telecommunications, delivering exceptional value to our clients. Since the release of our platform, Zoovu has partnered with premium Fortune 100 brands, serving over 60 million consumers a year. More than 500 brands and 1000’s of retailers have made Zoovu the standard SaaS platform to build and manage digital assistants in-store and online.

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Success Partner. In this pivotal role, you’ll be tasked with forging strategic partnerships with your clients, ensuring both the retention and growth of your assigned portfolio. The ideal candidate will be a skilled communicator and problem-solver with a passion for driving client satisfaction and loyalty.

What you’ll be doing

Client Relationship Management

• Manage relationships with key business stakeholders, ensuring that they are seeing value realization with Zoovu.
• Create 360 success plans to ensure there is a path towards successful value realization and ROI.
• Obtain a deep understanding of customers' business goals and challenges.
• Stay informed about product updates, industry trends, and market insights to guide customers on maximizing the value of the product or service.
• Encourage and facilitate customer advocacy, such as testimonials, case studies, and references.

Retention and Growth

• Proactively identify and address any potential issues that may impact renewals.
• Manage the renewal process in service of the company’s GRR goal.
• Identify and close expansion opportunities in service of the company’s NRR goal.
• Negotiate contracts and close agreements to maximize profits.

Collaborate on value realization

• Partner with the Technical Solutions team so clients’ goals are reached through effective use of our product
• Act as the main point of contact alongside the Technical Solutions team for escalated issues and work to resolve them promptly.
• Act as a liaison between customers and internal teams to communicate needs and feedback.
• Utilize data to assess customer health and identify opportunities for improvement, ensuring a data-driven approach to Customer Success.
• Negotiate contracts and close agreements to maximize profits.
• Share best practices, industry knowledge, and insights to enhance the team's performance.
• Help onboard new team members.

Qualifications & Requirements:

• 5-6 years in customer facing roles.
• Proven success track record work experience as an Account Manager, Customer Success Manager, or equivalent.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
• Solid experience with CRM software (e.g., Salesforce)
• Experience working in Customer Success Platforms (e.g. Gainsight)
• Experience delivering client-focused solutions to customer needs.
• Proven ability to manage multiple account management projects at a time while maintaining sharp attention to detail.
• Excellent listening, negotiation, and presentation abilities