Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of a portfolio of WEM accounts (IEX WFM, CXone WFM, EEM, ESP) and implement structured adoption programs that align with each client's operational objectives.

• Create and uphold Solution Adoption Plans (SAPs) that monitor feature usage, pinpoint gaps, and establish measurable success benchmarks.

• Facilitate regular meetings, including QBRs and adoption assessments, to evaluate progress, highlight risks, and convey value to client stakeholders.

• Act as a subject matter expert in WFM and EEM workflows, covering areas such as scheduling optimization, intraday management, adherence monitoring, and employee self-scheduling.

• Discover expansion and upsell opportunities by connecting underutilized product features to client challenges.

• Collaborate with the TAM community as a center-of-excellence resource, offering enablement, escalation support, and best-practice advice on managing WEM accounts.

⛳️ Requirements

• Over 5 years of experience in a Customer Success, Solution Consulting, or a role related to WFM/WEM within a SaaS or contact center technology setting.

• Practical knowledge of IEX WFM, CXone WFM, EEM, or ESP, or similar enterprise WFM platforms.

• Proven capability to manage a portfolio of intricate enterprise accounts with several stakeholders involved.

• A history of developing and implementing structured adoption or engagement programs on a large scale.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development