Lead Client Success Manager, Strategic Brands

About the role

In this pivotal senior role, you will be responsible for managing a diverse portfolio of high-profile enterprise clients across the Asia-Pacific region. As a trusted advisor, your primary focus will be to assist leading consumer brands in optimizing their use of Bazaarvoice's user-generated content platform. This position demands a high level of independence and accountability, as you will be tasked with achieving complex client outcomes while engaging with executive stakeholders effectively.

Key facts

What you'll do

• Spearhead strategic initiatives across a designated set of accounts, ensuring alignment with client objectives.
• Manage the complete client lifecycle, from the initial discovery phase through to value realization and ongoing support.
• Partner with Account Directors to facilitate account growth and renewal processes.
• Establish and monitor client success metrics, ensuring they align with commercial key performance indicators (KPIs) and return on investment (ROI) objectives.
• Provide accurate forecasts for renewals and expansions, contributing to the broader commercial strategy of the organization.
• Conduct comprehensive executive business reviews with senior client leaders, including General Managers, Vice Presidents, and C-suite executives.
• Cultivate and sustain relationships with executive sponsors, both within Bazaarvoice and among client organizations.
• Ensure accountability for commitments made by both clients and internal teams through data-driven discussions and follow-ups.
• Lead and synchronize efforts across various internal teams to support assigned accounts effectively.
• Create and maintain detailed account plans that integrate client success, sales initiatives, and product development efforts.
• Handle cross-functional escalations and proactively address potential risks that may impact client satisfaction.
• Translate client business goals into actionable recommendations for Bazaarvoice's product features and best practices.
• Influence discussions around client roadmaps and advocate for significant client requests within the organization.
• Exhibit a comprehensive understanding of Bazaarvoice's platform architecture and how it integrates with client systems to drive success.

Requirements

• A minimum of 8 years of relevant experience is required, with a Bachelor's degree; alternatively, 6 years with a Master's degree or 3 years with a PhD.
• At least 2 years of experience in a role supporting enterprise clients is essential.
• Proven background in Customer Success, Account Management, or Strategic Consulting, particularly within a SaaS or e-commerce environment.
• Demonstrated capability in managing Enterprise or Mid-Market portfolios, with direct engagement at the C-suite level.
• Strong commercial acumen, including experience with renewal forecasting and the ability to articulate ROI effectively.
• Proficient in navigating complex client organizations that involve multiple stakeholders.
• Highly organized, with the ability to juggle multiple priorities and manage several accounts simultaneously.
• Strong analytical skills, with comfort in data structuring, interpretation, and presentation.
• Exceptional written and verbal communication skills, with an emphasis on executive-level storytelling.
• Ability to inspire action among clients and internal stakeholders while holding them accountable for commitments.

Nice to have

• Experience working with Fortune 1000 retailers or leading consumer brands is advantageous.
• Familiarity with user-generated content, e-commerce content, or social commerce trends is a plus.
• Knowledge of contemporary Customer Success tools, such as Gainsight or Gong, would be beneficial.

Skills & tools

• Proficient in SaaS platforms and e-commerce solutions.
• Experience with user-generated content (UGC) platforms.
• Familiarity with Customer Relationship Management (CRM) systems, such as Gainsight.
• Proficient in communication tools, including Gong, for effective collaboration and reporting.

Practical notes

As part of the hiring process, candidates will undergo a standard pre-employment background check. This position offers a hybrid work model, allowing for flexibility in your work environment.

About the company

Bazaarvoice is a technology company based in Austin, Texas, that provides software that allows brands and retailers to collect and display several types of user-generated content (UGC) on their e-commerce websites. Bazaarvoice's services include product ratings and reviews, questions and answers, sampling, visual and social content, insights, social commerce and social publishing.