Senior Client Success Manager

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community, and enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content at an unprecedented scale. This content achieves global reach by leveraging our extensive retail, social, and search syndication network. We make it easy for brands and retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

• The Problem We Solve: Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract, convert, or retain consumers.

• Our Brand Promise: Closing the gap between brands and consumers.

• Account Lifecycle Management: Manage the client lifecycle across a portfolio of named enterprise accounts, maintaining a strict priority on client retention and churn reduction.

• Value Realization: Discover and influence the client's internal success metrics; ensure key stakeholders understand, achieve, and measure the ROI they receive from Bazaarvoice. Focus on quantifying and documenting measurable program and business outcomes to systematically prove ongoing value to client leadership.

• Strategic Leadership: Lead with authority during high-stakes meetings (e.g., Executive Business Reviews) and coordinate internal cross-functional teams (Technical Account Managers, Engagement Managers) to ensure a unified, value-based approach.

• Program Consultation: Act as the business success expert to guide, educate, and partner with clients on marketing best practices, program health strategies, and consumer-generated content optimization.

• Risk & Opportunity Management: Proactively identify and mitigate program roadblocks before they impact the client, while collaborating with sales counterparts to identify and guide upsell opportunities based on client pain points.

• Client Advocacy: Exemplify client-centricity by using troubleshooting tools, solid judgment, and exceptional support to consistently exceed customer expectations.

• Professional Background: Bachelor’s degree and a minimum of 6 years of experience in account management or client services managing Fortune 1000 clients, ideally within a SaaS or e-commerce platform.

• Commercial Acumen: Proven track record of driving account retention, health, and revenue growth.

• Relationship Excellence: Outstanding relationship-building skills with demonstrated experience cultivating and managing productive executive champion relationships.

• Execution & Accountability: Ability to compel both clients and internal stakeholders to act, holding them accountable to their commitments.

• Workload Management: Demonstrated ability to efficiently manage multiple enterprise accounts and complex workstreams concurrently.

• Communication & Collaboration: Exceptional oral and written communication skills with a strong team-player mindset.

• Preferred Qualification: Marketing program management experience is highly preferred