Client Success Manager, Bazaarvoice
$130-150k
UGC-based shopper engagement platform
Open for applications
UGC-based shopper engagement platform
1001+ employees
Open for applications
$130-150k
1001+ employees
Company mission
Bazaarvoice's mission is to build smarter shopper experiences across the entire customer journey.
Role
Who you are
- 4+ years of experience in managing retail customers, with a proven track record of achieving and exceeding targets
- Strong understanding of the retail industry (Industry Presence & Market Awareness) and the challenges and opportunities facing retailers today. You'll understand Bazaarvoice's place in the industry as well as our competitive differentiation, follow high-level trends and threats, and be aware of customer news within your portfolio. You'll also connect regularly with customer stakeholders to keep a pulse on health and relationship standards
- Demonstrated ability to coach, mentor, and develop individual contributors to achieve their full potential
- Excellent communication, interpersonal, and presentation skills, with the ability to articulate complex concepts clearly and persuasively
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
- Proficiency in CRM software (e.g., Salesforce, Gainsight)
- A collaborative spirit and the ability to work effectively in a fast-paced, dynamic environment
What the job involves
- Bazaarvoice is seeking an enthusiastic and results-oriented 1st Line Manager to lead our North America Retail Team
- In this role, you'll be responsible for the day-to-day management and development of a team of Client Success managers, driving their success in cultivating strong relationships with our retail clients and achieving revenue targets
- We’re looking for a natural leader with a passion for coaching and developing talent
- Like a captain leading their crew, you'll oversee duties, ensure your team fulfills their responsibilities effectively, and navigate them through projects as needed
- You understand the nuances of the retail landscape and are adept at guiding a team to deliver exceptional value to clients, ultimately helping them leverage Bazaarvoice solutions to drive business outcomes
- Lead and Inspire (Communication & Leadership, Executive Presence): Manage, mentor, and motivate a team of individual contributors focused on the North America retail sector
- You'll clearly communicate tasks and expectations, representing Bazaarvoice to the team with a strong emphasis on the "why" behind our mission, strategy, and tactics
- You'll also show confidence and poise in team meetings and present clearly, fostering a positive and productive environment
- Drive Performance (Goal Setting & Decision Making, Accountability): Set clear, achievable goals for your team that align with departmental objectives
- Monitor team progress against KPIs, and ensure the team consistently meets or exceeds quarterly and annual revenue targets
- You'll hold yourself and your team accountable for results and outcomes, proactively managing underperformance when necessary
- Coach and Develop (Coaching & Development): Provide regular constructive feedback along with praise
- You'll track skills progression using tools like Gong call scorecards and performance reviews (HPC), and actively find projects or opportunities to help build individual contributors' brands as well as your own
- Strategic Guidance & Prioritization (Strategic Thinking & Prioritization): Work with your team to develop and execute account strategies that maximize client retention, identify upsell and cross-sell opportunities, and expand Bazaarvoice's footprint within existing retail accounts
- You'll align team goals with department objectives, solve tactical problems, and contribute to functional improvements
- When priorities shift, you'll adjust plans accordingly and stay calm under pressure, seeking leadership help to recalibrate priorities as needed
- Problem Solve & Decision Making (Goal Setting & Decision Making): Act as an escalation point for client issues, working collaboratively with your team and cross-functional partners (e.g. , Support, Product, Professional Services) to ensure timely and effective resolutions
- You'll make timely decisions on team operations, consulting when needed
- Forecast and Report (Accountability): Accurately forecast team performance and provide regular reports on key metrics to senior leadership, demonstrating accountability for results
- Collaborate Cross-Functionally: Partner closely with other sales managers, marketing, product, and client success teams to ensure a seamless client experience and contribute to overall company goals
- Recruit and Onboard: Participate in the recruitment and onboarding of new team members, ensuring they are set up for success
- Champion Best Practices: Promote and ensure adherence to Bazaarvoice's sales methodologies, tools, and processes
Our take
As more and more consumers turn to peer reviews and ratings to inform their purchasing, businesses seek to incorporate this user-generated content into their marketing efforts. Bazaarvoice enables this authentic customer-powered marketing, turning social media into social commerce for the world's best global brands.
Bazaarvoice allows consumers to create and share ratings, reviews, questions, answers, and stories about products and brands on its clients' websites. It then syndicates that content across the web to reach shoppers wherever they are, boasting a measured positive influence on purchase decisions. On top of this, the company also gathers customer intelligence which it analyses and provides to clients so they can make real-time, informed business decisions.
The company has continued to consolidate its position, for example with the 2021 acquisition of Curalate, as well as more recent acquisitions such as that of creator marketing platform affable.ai. With the trend towards consumer-to-consumer purchase influence still very much underway, the company should find ample opportunity for further growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2008
$7.1m
SERIES C
Sep 2007
$8.8m
SERIES B
Total funding: $19.9m
Company benefits
- Dental & Vision plans
- Parental leave policies
- Mentorship with industry leaders
- Wellness programs
- Work from home opportunities
- Health insurance
Company HQ
Stonelake Office Park, Austin, TX
Leadership
Keith Nealon
(CEO, not founder)Advisory Board Member at Axonista. Previously President and General Manager of the Cloud Division at ShoreTel for 2 years, an Advisory Board Member at Smartling for 6 years, and CEO at Vyze for 4 years.
Salary benchmarks
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