Manager, Client Success
Granify
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Posted 6+ months ago
About Bazaarvoice
At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products.
The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty.
Our brand promise : closing the gap between brands and consumers.
Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.
It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, France, Germany and the UK!
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.
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.
#LI-Hybrid
#LI-JM1
Why join Bazaarvoice?
Customer is key
We see our own success through our customers’ outcomes.
We approach every situation with a customer first mindset.
Transparency & Integrity Builds Trust
We believe in the power of authentic feedback because it’s in our DNA.
We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.
Passionate Pursuit of Performance
Our energy is contagious, because we hire for passion, drive & curiosity.
We love what we do, and because we’re laser focused on our mission.
Innovation over Imitation
We seek to innovate as we are not content with the status quo.
We embrace agility and experimentation as an advantage.
Stronger Together
We bring our whole selves to the mission and find value in diverse perspectives.
We champion what’s best for Bazaarvoice before individuals or teams.
As a stronger company we build a stronger community.
Commitment to diversity and inclusion
Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.
The successful candidate will be required to complete a background check. We will provide additional information and obtain your written consent before proceeding.
This job is no longer accepting applications
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