/ CallMiner hiring Customer Success Director (remote) in Burlington, MA, US

Customer Success Director (remote)


Burlington, MA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/01/2021
  • Website: callminer.com
  • Company Address: 200 West Street, Waltham, MA, 02451

About CallMiner

CallMiner is the leading cloud-based conversational analytics solution for improving agent performance across all contact channels (voice, social, email, chat), by automating Performance Management. Unlike complex speech analytics that require a sophisticated fulltime analyst, CallMiner Eureka pushes actionable insights directly to the people who need and can act on the data, from the VP who manages contact centers and/or BPOs, the Supervisor who manages a team of agents, and to Agents themselves.

Job Description

CallMiner empowers organizations of any size to extract and act on intelligence from customer interactions and feedback, including live and recorded calls, chat, email, social platforms and surveys, for improving customer experience, sales, marketing, compliance, and agent and customer engagement center performance. Highlighted by multiple customer achievement awards, including eight Speech Technology implementation awards in the past six years, CallMiner was named a leader in the industry analyst report Forrester New Wave: AI-Fueled Speech Analytics Solutions, Q2 2018.

At CallMiner, we hire great people and challenge them every day. CallMiner team members are passionate about delivering innovative technology solutions and industry leading customer success. Core to our culture is the power of feedback which we leverage to improve our own organization every day in every way. To hear more about what it's like to work at CallMiner, watch our video at Careers.CallMiner.com.



CallMiner is currently seeking a customer-focused, hands-on, Customer Success Director to join our growing Account Management team as an individual contributor. This person will be responsible for working with assigned customers through knowledge of the CallMiner products, to drive speech analytics programs that result in measurable improvements to their business. This role requires the ability to work effectively at all levels of our customers' organization with an emphasis on developing strong relationships with executives, who will champion the operational changes needed to be successful.

Primary Responsibilities:

  • Take ownership of assigned accounts and lead customers from initial onboarding to renewal
  • Learn each customer's business processes and KPIs to determine how interaction analytics can be used to improve them
  • Collaborate and assist customer business leaders to identify, plan and execute their company's strategic analytical objectives using standard change management processes
  • Work with customers to ensure that each business initiative is supported by a strong value story, while driving/influencing the development of a measurement plan and tracking its impact
  • Establish and maintain proficient level knowledge of product capabilities
  • Anticipate and identify issues & conflicts to diffuse potential problems and, if necessary, provide an escalation path to ensure swift resolution of customer issue
  • Achieve referenceable status at each customer who can speak to a specific ROI that has been accomplished as part of their interaction analytics program
  • Maintain strong knowledge of assigned customer portfolio and ability to articulate the primary analytical goals and business imperatives
  • Maintain an understanding of customers' immediate, short and long-term business needs to protect, retain and increase revenues
  • Participate in yearly customer conference and provide input for the direction and agenda of applicable events and webinars
  • Communicate effectively with other internal team members to ensure resolution of problems
  • Effectively and accurately use and maintain all sales and operational tools in managing customer account activity
  • Influence the product roadmap through participation in Product Meetings

Required Skills & Qualifications:

  • 4+ years in speech analytics and/or contact center technology solutions experience
  • Bachelor's degree in a business-related major or equivalent work experience
  • Experience developing and managing B2B customer relationships
  • Experience with the development, execution, and overview of account plans
  • Ability to manage customer expectations and be assertive, persistent, and persuasive
  • Able to engage management decision makers and influencers at any level
  • Excellent communicator with strong written and verbal communication
  • Demonstrated ability to understand customer requirements and translate into a quantifiable solution
  • Strong financial acumen with experience supporting revenue generating or cost reduction initiatives
  • Ability to effectively prioritize workload and manage changes in priority and direction
  • Must be computer literate; have experience using Microsoft Office Suite and other customer centric software
  • Based out of our Waltham, MA office or remote
  • Potential travel up to 30%

Nice to haves:

  • Bi-lingual speaker preferably Spanish language
  • Prior experience in Customer Success or Account Management in a SaaS environment

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.