Customer Success Manager

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 is directly impacting 8x8 revenue with strong customer retention.

As a Customer Success Manager, you will proactively build relationships, identify and mitigate risk and expand product adoption within a specified book of business. The right candidate will be adept at managing multiple priorities without sacrifice to proactive customer delight in a fast-paced, dynamic environment.
Responsibilities

• Maintain monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption

• Responsible for on-time contract renewals

• Quarterback internal and external initiatives through strategic account plans, customer business reviews and cross-functional partnerships with sales, support, professional services, product management and other teams

• Develop strong multi-threaded customer relationships and serve in the role of trusted advisor to 8x8 customers

• Analyze health metrics and provide leadership and/or execution of adoption and retention plays thru both internal and external resources

• Effectively employ multi-channel communication strategies that leverage our most effective customer touch-points including video, e-mail, phone, channel partners, and internal & external champions

• Contribute to lifetime revenue expansion by identifying upsell opportunity organically via stakeholder consultations and proactively addressing renewal risk

• Represent the voice of the customer within 8x8, serving as the customer advocate cross-functionally and closing the loop with the customer with results

Qualifications

• Must have relevant direct and verifiable enterprise-level customer success experience

• Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals

• Driven by personal, team and company achievement with a commitment to excellence

• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness

• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

• Experience and comfort interacting with and influencing C-level executives

• Strong communication skills, written and verbal, with understanding of situational best practices

• Excellent presentation skills from small to large audiences

• Ability to lead, manage or influence both internal 8x8 resources as well as customer resources to achieve successful outcomes

• SaaS experience required

• Experience in Video, Contact Center or Web Collaboration desired

• BS or equivalent education and relevant experience

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