Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale. Interested to find out more about us? Check out: www.cyara.com

Want to know what it’s really like to work at Cyara? Check out this link to meet some real Cyaran’s and read about their individual career journey with us: https://cyara.com/employee-profiles/

Let's talk about the role and the Team:
We’re on a journey! We’re already the world’s leading contact centre assurance platform and we’ve only just begun. Right now we need to add a Customer Success Manager to “Team America”. Could that be you? The Cyara Customer Success organization focuses on all aspects of the customer’s journey post-sales, with a mission to delight our customers, help them achieve success and create customers for life. This position is based remotely but will need candidates who are located in the Mountain or Pacific time zones.

Let's talk about the role and responsibilities:
Our Customer Success Managers have responsibility for customer relationships, adoption, retention and success when it comes to their use of Cyara’s products and services to meet their desired business outcomes. As a Customer Success Manager, your responsibilities will include:

• Onboard, align and develop trusted relationships with customer stakeholders.
• Establish a high level of customer engagement to drive satisfaction and loyalty – create customers for life.
• Conduct regular meetings, workshops and Business Reviews with customers.
• Be the customer advocate, putting them first. Own and drive cross-functional activities within Cyara to deliver a successful outcome for the customer.
• Understand and document the customer’s business objectives and success criteria to maximize adoption, self-sufficiency and business value for the customer.
• Formulate the account strategy, take the lead, working with your Technical Account Manager counterparts to drive customer adoption and effective utilization of our solutions and services.
• Identify opportunities to deliver greater value to the customer through expanded capabilities or portfolio additions of our products and services; coordinate handover to the Cyara Sales Account Team to drive the up-sell/cross-sell.
• Continually assess, document, and analyze customer progress toward stated goals and results
• Facilitate relationships across various customer teams and/or departments to further strengthen Cyara’s partnership
• Educate customers on the value they are realizing from their Cyara solution
• Ensure customers employ best practices and their Cyara solution is optimized for maximum value
• Continuously monitor customer health and sentiment throughout the post-sale customer journey and proactively address any issues that may affect customer satisfaction/retention.
• Establish regular strategic account planning sessions with the Cyara Sales Account Team to ensure both teams are flying in formation while supporting both retention and growth goals.
• Coordinating post-sale kick-off, hand-off, and onboarding for new customers.

Let’s talk about your skills/expertise:
We're looking for experienced Customer Success Managers who are as customer-obsessed as we are; with a strong account management and/or relationship management background. The Cyara Customer Success organization focuses on all aspects of the customer’s journey post-sale, with a mission to delight our customers, help them achieve success and create customers for life.

• We're looking for a strong relationship-builder who cares about and is as obsessed with the customer experience as we are. You'll be a highly organized and proactive individual we can entrust with some of our most strategic customers; someone who can maintain high levels of engagement with customers, and deliver an elevated level of service to drive customer satisfaction and loyalty
• We're looking for candidates with at least five years of continuous previous experience in customer success/account management-type positions
• Experience being part of a professional services, service delivery, or account management organization that has handled software solutions for a large enterprise customers
• Domain experience with IVR and contact center technologies, as well as cloud-based/SaaS solution offerings
• Experience in complex account management for Fortune 500 companies
• The ability to quickly grasp and distinctly explain technological and business concepts, and the ability to travel up to 25%
• BA/BS required, MS/MBA desirable
• Excellent communication skills - both written and verbal

Why you should join us:
At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is commited to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere. Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day:

• Customer Obsession
• Innovation
• Humility
• Quality

Interested? Know someone who might be? Apply online now.
Please note in order to apply for this role you must be based in the USA or Canada and hold all relevant work rights to allow you to live and work within the country this role is based, full time and without restriction. Cyara are not offering sponsored Visas for this position.

Cyara are a Global Circle Back Initiative Employer - we commit to respond to every applicant.

Agencies: Thanks but we’ve got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.

Job Type: Full-time

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