Senior Strategic Customer Success Manager

  • Remote - US
  • Customer Success
  • Full-time
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What is Coveo all about? The Best information. Everywhere. Every Time. Recognized as a leader in intelligent search and insights, Coveo enables users to benefit from the latest, most relevant information for their needs. Coveo brings relevance to enterprise content.

Major companies across all industries use Coveo’s AI capabilities to better answer their customer inquiries, facilitate self-service, accelerate innovation and sell more (and better) via a number of products to personalize experiences.

What is it like to work at Coveo? You’ll come to join a team of passionate people with an innovative mindset that constantly pushes the envelope. Then you’ll enjoy learning with the best, the empowerment and trust from the leadership and the major projects you’ll be given leadership on.  And while we enjoy addressing complex business challenges, we also know how to have fun and facilitate a balance with your personal life.

The Challenge

As a Strategic Customer Success Manager, you will work proactively with customers who have recently launched Coveo solutions, optimizing their experience with search and knowledge management best practices. You'll be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting value from their Coveo investment. You will take a consultative approach to ongoing learning to address skill deficits and to support the release of new product features and functionality.

There won’t be any typical day in this position, but some priorities to focus on:

  • Provide an outstanding experience to Coveo’s most strategic enterprise B2B customers as they complete the sales and implementation process and transit to the care of the Customer Success Management team
  • Build and nurture relationships with IT and business executives
  • Grow customers’ depth of understanding by providing educational sessions on new and existing features
  • Drive strategic reviews to assess progress against customer’s success metrics, and health scorecard, and make recommendations for improvement
  • Act as both the Domain Expert (Knowledge Management & Search) and product Super-users for the customer base
  • Be on the lookout to spot and identify and/or upsell opportunities
  • Advocate the customers’ needs/issues internally, across departments
  • As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process
  • Create customer advocates to generate strong references, referrals and case studies
  • Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools. 
  • An appetite for working with innovative and cutting edge technology, like machine learning, and other AI technologies.
  • Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully. You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and very professional.

Among other things, we will be requiring:

  • Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets. 
  • Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs
  • Tech-savvy. Strong technical enterprise-level computer software background supporting customers in a SAAS environment
  • Strong functional consultative approach
  • Ability to discuss both technical concepts with delivery teams and business value with C-level executives
  • 7+ years of experience in a similar or solution consulting role
  • 5+ years of experience with CRMs (Salesforce preferred), with Enterprise Content Management, KCS, or other Knowledge Management methodologies
  • Previous experience in leading aftersales context in large enterprise, on in customer success roles
  • BS / BA or other degree required

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife!

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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