Manager, Digital Client Success

Title: Manager, Digital Client Success

Location: Bengaluru

Workplace: hybrid

Category: Client Success

Job Description:

About Bazaarvoice

At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.

The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.

Our brand promise : closing the gap between brands and consumers.

Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.

It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!

The mission of the BV Client Success team is to increase the value of and drive satisfaction with the Bazaarvoice suite of services. Client retention and growth are areas of relentless focus as our teams help clients build and execute best-in-class User Generated Content (UGC) programs. By helping our clients maximize the value of their existing services, we ensure we can retain and grow those customers over the long term.

This candidate will lead our Digital Client Success team based out of Bengalore. This manager will oversee 5-6 Digital CSMs. They will be responsible for measuring those CSMs against defined metrics as well as creating additional reporting to better quantify success. This candidate will identify areas of opportunity within our Digital Portfolio and create programs to engage customers as well as making sure existing programs are being executed at a high level. Digital Client Success is also a source of talent within Bazaarvoice. This manager will be responsible for the continued growth of the CSMs on their team. This manager will also serve as a client-facing point of escalation when necessary, and must be comfortable working directly with clients.

Digital Client Success leverages a blend of 1:1, 1:many, and tech-driven client interactions, as well as a mix of proactive and reactive interactions. Digital Client Success also owns hosting responsibility for various webinars and helps record materials for our knowledge base.

What you'll be doing: 

• Working with peers and leadership in North America, EMEA, and APAC 

• Hiring, leading, coaching, and mentoring a team of dedicated Client Success professionals at various stages of their individual careers 

• Strategically guiding existing processes, and aiding in the creation of new programs to drive product value at a rapidly increasing scale for our customers 

• Engaging in proactive client leadership outreach activities to further support client application of User Generated Content (UGC) best practices and to achieve targeted program goals 

• Building your team and guiding the career growth and development for your direct reports 

• Participating in the development of processes, tools, and systems that improve service delivery to clients; and contributing to the improvement of product design based on client/market feedback 

• Inspiring Customer Success excellence working cross-functionally throughout Bazaarvoice 

• Ongoing assignment of new accounts, maintenance of portfolio balancing among your direct report’s portfolios, and staff planning to account for growth 

• Participating in company-wide customer feedback activities including NPS surveys and additional ad hoc client feedback initiatives 

• Developing relationships with executive level leadership with accounts in your team’s portfolio 

Necessary skills and experience: 

• Must have a strong track record of providing outstanding service to customers/clients/accounts 

• Five years of experience managing project or functional teams 

• Have managed the hiring process 

• Subject matter expertise in digital marketing, social media, e-commerce, and Web 2.0 technologies 

• Strong analytic background for both internal business analytics and consultation to clients 

• Experience with 1:many, scaled, queue-based support models

• Exceptional written and verbal communication skills 

• Steller interpersonal skills for collaboration across internal teams in addition to clients 

• Ability to provide critical feedback and navigate challenging conversations with both internal and external stakeholders  

• 8-10 years of experience working in a servicing capacity (customer service, consulting, account management, etc.); SaaS experience a plus 

• Strong experience utilizing Excel, PowerPoint, Salesforce.com, web meeting software and other tools in support of customer analysis, tracking and interactions 

• Experience with Gainsight is a plus 

• Working hours: 3:00pm – 12:00am IST 

• Must be able to work directly with clients in English

#LI-Hybrid#LI-SR1

Why join Bazaarvoice

Customer is key

We see our own success through our customers’ outcomes.  

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because it’s in our DNA. 

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity. 

We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo. 

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives. 

We champion what’s best for Bazaarvoice before individuals or teams.  

As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.