Client Success Manager, Professional Services - NA2012-30
About eGain Communications Corporation
eGain (NASDAQ: EGAN) is the leading provider of cloud and on-premise customer interaction software for sales and service. For over a decade, eGain solutions have helped improve customer experience, grow sales, and optimize service processes across the web, social, and phone channels. Hundreds of global enterprises rely on eGain to transform fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). To find out more about eGain products, visit http://www.egain.com/products/index.asp
Title: Client Success Manager, Professional Services
Location: Sunnyavle
Description: As a Client Success Manager in the Professional Services team, you will be required to coordinate business and technical insight towards optimizing client deployments post go-live to achieve successful, reference-able client deployments that benefit from worldwide best practice.
Responsibilities:
• To plan and organize regular contact and meetings with stakeholders in the client organization to review and plan goals and improvements to the eGain solution
• To lead the process of optimizing the success of the client's eGain solution by recommending and implementing improvement that will contribute to increased client success
• To maintain relevant information on the client organization, goals, success criteria, metrics and progress and to keep eGain stakeholders informed of development.
• To work with Business Analysts and Technical Consultants to monitor client success and maintain a 3-6 month plan of improvements
• To work with the Client and Business Analysts and Technical Consultants to implement agreed improvements and enhancements
• To maintain internal summary of system enhancements and their impact
• To identify opportunities for new products or services and to communicate these to internal stakeholders; work with client and Professional Services to define and plan the delivery (by PS) of new projects and monitor the effectiveness of the changes.
• To contribute to the internal understanding of best practice by documenting areas that have been of specific benefit to the client
• To provide regular updates to the eGain Account Manager confirming progress against planned activities and completion of tasks, with immediate notification of over-runs against planned activities with recommended remedial action.
Experience/Skills Required:
• Bachelor's degree in a technical discipline
• Minimum of 5 years deploying software solutions within large client organizations
• Proven experience analyzing business metrics and reports to find ways to improve a customer's ROI and performance
• Expert technical and web skills; you understand web page design and ecommerce platform utilization
• Management consulting experience a plus
• Consistent track record of success and achievement and ability to share lessons learned along the way
• Excellent planning, organization, and implementation skills
• Ability to work a flexible schedule and embrace change enthusiastically
• Possess excellent interpersonal, written, and verbal communications skills
• High level of ethics, values, integrity, and trust
• Be able to travel 50% of the time
To apply
Principals only to respond. Send your resume and cover letter explaining why you are great candidate for the position to jobs@egain.com. No phone calls please.
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