Customer Success Manager CPaaS at 8x8

Tangerang Kota, Banten, Indonesia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Communications, SaaSIndustries

Requirements

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
Blend of technical expertise and sales acumen with a strong customer-centric mentality
Strong analytical, problem-solving and dot-connecting skills with 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

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

Skills

Key technologies and capabilities for this role

CPaaSCustomer SuccessAccount ManagementProduct AdoptionContract RenewalsAIRisk MitigationStrategic Account PlanningContact CenterUnified Communications

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Manager role?

The role requires relevant, direct, and verifiable enterprise-level customer success experience along with a proven track record of success.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What does the company culture at 8x8 emphasize?

8x8 seeks Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth, operating in a fast-paced, dynamic environment.

What makes a strong candidate for this Customer Success Manager position?

A strong candidate has enterprise-level customer success experience, a proven track record, excels at building relationships, managing priorities in a fast-paced environment, and driving product adoption and renewals.

8x8

Cloud communications and collaboration platform

About 8x8

8x8 provides cloud communications and collaboration services to businesses worldwide, offering a suite of tools that enhance communication. Their main product, the 8x8 Experience Communications Platform, combines voice, video, chat, and contact center services into one platform, allowing businesses to manage both customer engagement and internal communications seamlessly. This platform is known for its high call quality and 24/7 customer support in multiple languages. Unlike many competitors, 8x8 operates on a subscription model, which allows for scalability and customization based on specific business needs. The company also offers advanced analytics to help businesses improve their customer experience. 8x8's goal is to provide secure and reliable communication solutions that meet the needs of businesses handling sensitive information.

Campbell, CaliforniaHeadquarters

1987Year Founded

$253.1MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Risks

Increased competition from emerging players like Five9.

Potential security vulnerabilities from third-party integrations.

Rapid technological advancements may outpace current offerings.

Differentiation

8x8 holds over 125 patents, showcasing its commitment to innovation.

Recognized as a leader in Unified Communications by Gartner for 13 consecutive years.

Offers a comprehensive platform unifying customer engagement and internal communications.

Upsides

AI-powered insights enhance decision-making and customer satisfaction.

Video engagement capabilities offer dynamic and personalized customer interactions.

Strong global presence with support in over 55 countries.

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