Client Success Director (Business Success - German Speaking)
More information about this job:
Bazaarvoice, a leading social software company, helps bring the voice of the customer to the centre of business strategy through reviews, Q&A, customer experience and social analytics on gathered content.
With nearly 2,000 clients globally, including over half of the Internet Retailer 500 list of the world’s largest retailers, over 20 percent of the Fortune 500, and over one-third of the Fortune 100 brands, Bazaarvoice helps clients like Best Buy, Marks and Spencer, Dell, Argos, P&G, Panasonic, QVC, Travelocity, and Boots to create social outlets on their brand websites and Facebook pages where customers can engage in conversations. These conversations can be syndicated across Bazaarvoice’s global network of client websites and mobile devices, making the user-generated content that digital consumers trust accessible at multiple points of purchase. Through Bazaarvoice, brands can also connect directly with consumers on retail sites to answer questions and respond to reviews written about their products. The Bazaarvoice technology platform allows clients to leverage social data derived from our hosted online word of mouth to increase sales, acquire new customers, improve marketing effectiveness, enhance consumer engagement across channels, increase success of new product launches, improve existing products and services, effectively scale customer support, and decrease product returns.
Headquartered in Austin, Texas, Bazaarvoice has offices in London, Munich, New York, Paris, San Francisco, and Sydney.
The culture of our company is very important to us and our core values that underpin this are:
Passion:
We excite with possibilities. We celebrate success. We love what we do.
Performance:
We act with purpose. We are decisive. We exceed expectations.
Innovation:
We believe there is power in change. We have the courage to act. We lead.
Openness:
We listen. We seek the truth. We act with authenticity.
Respect:
We are a company of equals. We value difference. We are people first, roles second.
Teamwork:
We play to one another’s strengths. We trust each other. We are stronger and smarter together.
Generosity:
We share. We give without expectations. We are connected to our community.
We are looking for individuals who can demonstrate these core values in their approach in what is a very important role for us.
Bazaarvoice is looking for a Client Success Director who will deliver a number of pro-active and reactive standard client engagements and manage these via a ticketing system in Salesforce.com. During client engagements, the Client Success Director will seek to drive exceptional customer experience and advise our clients on how to develop their strategic, innovative Social Commerce programs that meet their business objectives. .Communication with clients will take place over the phone, emails and webex presentations. It is a proactive and demanding role, requiring organisation and communication skills, attention to details and processes as well as the ability to deliver value-based messaging to motivate client action. A strong focus on client satisfaction is crucial in being successful in this role.
Key Responsibilities:
- Discover and influence the client's internal metrics for success of the program and ensure the client knows how to achieve and measure those results
- Advise clients on strategies and tactics for developing a healthy customer community
- Ensure clients stay on track in their execution of their success plans
- Help clients understand the value they are receiving from Bazaarvoice
- Advise clients on additional ways to maximize the value of the Bazaarvoice products and solutions by incorporating user-generated content into all online and offline operations, including marketing, merchandising, customer service, product development, and distribution relationships
- Drive the adoption of our self-service client portal and our Support team to satisfy as many client needs as possible
- Manage and follow the client renewal process alongside Client Partner, ensuring that we have 6 month visibility into where we stand with each client renewal
- Identify and advocate opportunities to expand the scope of Bazaarvoice’s footprint within the client’s business
- Apply internal workflows & processes and manage all client interactions within Salesforce.com
- Address and resolve concerns, issues, and questions for both internal and external clients in a professional and timely manner
- Handle client escalations with empathy and professionalism
- Manage client expectations effectively
- Adhere to first-response time SLAs
- Contribute to the creation of team processes and documentation
- Occasional travel within the region (Europe).
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- Proven commercial experience/account management ideally within software, online and or other marketing/e-commerce technologies
- Terrific relationship building and skills
- Demonstrated ability to manage dozens of accounts concurrently
- Salesforce.com experience
- Fluent German language skills
In Summary:
This role is vital in ensuring we forge on going and excellent strategic relationships with our clients. You are going to be working in the vibrant and exciting area of social commerce with some of the world’s leading brands. Bazaarvoice is expanding – we are growing our offices across Europe and our client base is going to grow considerably as we continue to succeed.
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