Product Business - Client Success Senior Manager

The Boston Consulting Group

Position Summary

We are seeking an experienced and passionate candidate who will build and lead our MSP Catalyst Customer Success team.

Catalyst is the E2E / enterprise grade, cloud-based, Big Data analytics platform that hosts all the Marketing, Sales and Pricing applications developed and commercialized by BCG. These products are critical to our growth plan, scalability, and to the success of our project teams. BCG has made multimillion-dollar investments to create these flagship products that complement our consulting offerings.

Our Senior Customer Success Manager will be in charge of the team that will be responsible for developing and maintaining customer relationships that promote retention and loyalty.

Job ID

6675BR

Company Information

The Boston Consulting Group (BCG) is a global management consulting firm and the world’s leading advisor on business strategy. We partner with clients from the private, public, and not-for-profit sectors in all regions to identify their highest value opportunities, address their most critical challenges, and transform their enterprises. BCG was founded in 1963 and is a privately owned firm with more than 14,000 employees across 85 offices in 48 countries. Integrity, respect for the individual, delivering value, and making an impact on society are just some of BCG's core values. BCG's commitment to both our clients' success and our own standards is what sets BCG apart as a world-class professional services organization. Join BCG - start your career at a company that is consistently ranked as the leader in its field, and is acknowledged as one of the best places to work.

Travel Required

Yes

Employee Type

Regular

Basic Job Requirements

The Customer Success Manger needs:

  • Bachelors degree required in a related field; Advanced degree preferred
    • Strong preference for computer science or related degrees
  • 7+ years experience with Product delivery/implementation and customer service in a software business (e.g. pricing software, marketing analytics software)
    • Prior experience in analytics-based software environment is strongly preferred
  • 5+ years experience in leading customer-facing organizations
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills

Our ideal candidate also knows their way around:

  • Big Data and Fast Data (i.e., real time streaming)
  • SQL or other querying languages
  • Dashboard and visualization software (Tableau, Google Analytics, etc.)

Job Type

Full time

Non-discrimination Statement

The Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. In addition, as a federal government contractor, BCG maintains an affirmative action program which furthers its commitment and complies with recordkeeping and reporting requirements under certain federal civil rights laws and regulations.BCG is an E-Verify Employer. Click here for more information on E-Verify. VEVRAA Federal Contractor

Country

United States

City/Town

Seattle

Function

Software Product Business

Job Responsibilities

  • Build and Lead a world-class Customer Success Team
  • Drive customer success outcomes (ie, increase renewal rates and reduce churn) for both internal users (consultants) and external users (clients)
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Act the main customer primary point of contact, maintain current account information, including contacts and manage and/or generate any escalated service issues and ensure their resolution
  • Ensure the client is aware of the value of the support contract and that their expectations are in-line with our support delivery
  • Define and optimize the customer lifecycle:
    • Map  the customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Identify opportunities for continuous improvement,
    • Learn from best practices in industry
    • Enhance effectiveness and efficiency through technology
  • Oversee Customer Success A the solution delivery team’s activities (onboarding, training, functional support, renewals, advocacy) and measure effectiveness of Customer Success (e.g., define operational metrics for team; establish system for tracking metrics; expose subset of metrics to executive team, company and board)
  • Inspire customer success across BCG

Job Title

Senior Customer Success Manager

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Confirmed 9 hours ago. Posted 30+ days ago.

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