Manager, Client Success

What You'll Do:

• 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.

What You'll Bring:

• 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.