Customer Success Manager

Linc Is Seeking a Customer Success Manager to Join Our Team

You will be a key stakeholder within our revenue team, functioning both internally and externally, as the go-to expert for customer experience and CX automation.

You will be responsible for crafting tailored CX automation roadmaps for our enterprise customers, by marrying the understanding of their business goal with the understanding what Linc’s CX automation platform is capable of and ultimately driving technology expansion within your accounts.

This is an exciting opportunity in a fast-growing company that is disrupting an industry.

Customer Experience Industry Expert

The ideal candidate will know their customers’ environments & the Linc CX Automation Platform so well they can connect the two. This person must have the ability to think through their customer to the customer’s customer. Strong e-commerce retail and brand experience is a must. Ideally a current or former consultant or internal retail employee.

Requirements:

  • Strong interpersonal Communication
  • Outstanding written communication (ability to communicate internally & externally technically to dev/engineering and externally to business stakeholders, able to paint a picture with mock ups, charts, etc., to tell the story, through slides & words)
  • Significant domain experience – Retail background
  • Technical acumen – Need to understand and translate from engineering to business stakeholders
  • Analytics experience – Need to be able to understand results and make recommendations to customers to improve ROI & customer satisfaction

Key Responsibilities

Orchestrate the breadth of Linc resources (Implementation/development/product management) to improve customer experiences with the Linc Customer Experience Platform to:

  • Drive automation adoption (features & use cases) by providing insights on usage, CX maturity, diagnosing barriers to success, and solving for those barriers.
  • Understand our customers’ business and technology goals, and work with the customer to create a joint plan to meet those goals.
  • Conduct regular plan reviews with customers. Plans entail a roadmap to help the customer become operationally more effective with the Linc Customer Experience Platform to drive their return on investment, client engagement, and client satisfaction.
  • Act as business consultant to Linc customers to ensure clients’ goals are met
  • Regularly audit client performance data and help to recommend how to improve results
  • Use data insights to track feature utilization/use cases, and make recommendations for increased adoption.
  • Monitor customer health and engage extended Linc teams to aggressively create and execute “get well” plans for both operational and relationship issues.
  • Advocate for your customers and drive customer feedback into the Linc platform.
  • Build relationships at all levels of client organizations and identify customer references within your accounts.

Qualifications

  • 3-5 years of customer-facing role (Customer Success, Sales, Consultant) or equivalent experience on the customer/implementation side
  • Relationship-oriented, credible customer leader with senior level audiences
  • Strong analytical skills and consultative skill set to analyze current usage, customer goals, and recommend actions that drive success for customers
  • Excellent written, verbal, presentation, and interpersonal communication skills
    BA/BS, advanced degree a plus

Please email jobs@letslinc.com if you are interested in this role.

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