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Customer Success Manager - Global Accounts

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**Why join Bazaarvoice?**

 

- We’re committed to client success: There are over 5K brand and retail websites in the Bazaarvoice network. Our clients represent some of the world’s leading companies across a wide range of industries including retail, apparel, automotive, consumer electronics and travel.

- We’re leaders in consumer-generated content: Each month, more than one-half billion consumers view and share authentic consumer-generated content, such as ratings and reviews, curated photos, social posts and videos, about products in our network. Last year, 135K reviews were submitted each day.

- Our network delivers: Network analytics provide insights that help marketers and advertisers provide more engaging experiences that drive brand awareness, consideration, sales, and loyalty.

- We’re a great place to work: We pride ourselves on our unique culture. Join a company that values passion, innovation, authenticity, generosity, respect, teamwork, and performance.


**Our Employee Value Proposition;**

<u><b>BV’s Impact on the Market;</b></u>

We are shaping the way people shop, putting the shopper experience at the heart of everything we do.  We partner with the worlds largest brands and our network’s impact is comparable to Facebook, LinkedIn and Google.  If you shop or research online, it’s very likely that you’ve already interacted with Bazaarvoice. With market leading technology, shopper data that spans over a million shoppers and a billion shopper interactions a month, our future is limitless.


**What this means in Client Success;**

Very simply Bazaarvoice work with some of the biggest brands and retailers in the market. We have such a huge impact in our client's businesses no matter how big or small, a way to talk about impacting millions of dollars in sales, and you don't get that everywhere. It's so compelling to realize that we work in an environment where our recommendations can shape a consumers shopping journey/experience or help make a product launch successful on a daily basis. These core elements are at the centre of everything we do.

<u><b>Professional Learning, Growth and Impact;</b></u>

You can grow your career, your skills and professional experiences by working across a breadth of business initiatives, different global regions and innovative solutions. You have the opportunity to see tangible results from your direct contributions and build your own brand at Bazaarvoice.  With new products and markets on the horizon, there has never been a more exciting time to be at Bazaarvoice.


**What this means in Client Success;**

Bazaarvoice gives you the opportunity to grow YOUR career and professional development is decided by YOU! The environment that we have created makes you feel that you have a complete and challenging position with the opportunity to learn and grow on a daily basis. Within Client Success our employees feel they have the ability for personal and professional growth who are coached and supported by highly skilled and experienced managers who have followed the same journey at Bazaarvoice.

<u><b>Great People;</b></u>

You will work with and help recruit bright, experienced, passionate and humble colleagues that bring diverse perspectives on a daily basis.  We are open minded, respectful and transparent.


**What this means in Client Success;**

Great people makes Bazaarvoice the company it is with our employees at the centre of everything amazing we do! We are fortunate to work in an environment that is fun, challenging and collaborative where everyone has the ability to be their most authentic selves. We hire smart individuals who always bring great energy, team spirit and encourage humble and supportive behaviour. We are very proud of this!

<u><b>Culture;</b></u>

You will be part of a vibrant culture where we celebrate, we collaborate and we come together generously to elevate one another & our community. We promote open dialogue at all levels and are generous with our time and ideas.


**What this means in Client Success;**

Bazaarvoice is a place to have fun! We work hard but we are given the trust to do our jobs in a relaxed and flexible working environment. We make friends in our colleagues and with genuine trust and good relationships we get the most out of our time at work and enjoy each other’s company outside of work too! If you want to go to the gym at lunch, take a walk  and enjoy a flexible working environment, its about balancing your other commitments and hobbies and doing your job well. All of this contributes to having a support system that makes us all successful together.


**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.


** **** About Bazaarvoice**

 

Bazaarvoice connects brands and retailers to consumers, so that every shopping experience feels personal. From search and discovery to purchase and advocacy, Bazaarvoice’s solutions reach in-market shoppers, personalize their experiences, and give them the confidence to buy. Each month in the Bazaarvoice Network, more than a billion consumers view and share authentic content including reviews, questions and answers, and social photos across 6,000 brand and retail websites. Across the network, Bazaarvoice captures billions of shopper signals monthly - data that powers high-efficiency digital advertising and personalization with unmatched relevance.

This is a **senior account management**  role within our **Global Accounts team**. As a Global Accounts Customer Success Manager, you’ll own the long-term relationship and regional program strategy for a number of our largest global brands accounts.

 

Your core focus when consulting with clients will include:

- Developing a deep understanding of the client business and their priorities.

- Working with them to develop a strategic and innovative CGC program that will drive measurable success.

- Analysing your clients’ business goals and matching these with the most impactful Bazaarvoice activity – and partnering with the different teams internally to deliver on this.

- Navigate complex, dynamic organisational structures to identify and build effective relationships with key stakeholders and influencers, creating champions from execution through C-level.

- Collaborating with your cross-regionally-situated peers to drive KPIs which map to overarching global goals.


**Is this opportunity a good fit for you?**

 

Bazaarvoice is a client-centric organisation. As the job title suggests, this role is heavily focused on engaging with clients and advocating on their behalf. You’ll be responsible for owning a portfolio of key Global Accounts (with a focus on European-based business). You’ll coordinate and collaborate with your Bazaarvoice CSD counterparts in North America (and APAC) to ensure holistic value is delivered across the globe.

 

You must have a highly disciplined and organised approach to servicing clients and prioritising your day-to-day work. You’ll be someone who can build trust and rapport when developing and owning client relationships through phone, emails and in-person meetings.

 

You’ll spend time discovering the clients’ internal business success metrics and be able to advise, influence, and define key ROI measurements. This will include recommending strategies and tactics to achieve the results desired by your clients. You’ll ensure that your clients stay on track in their execution of their success plans, so educating and helping them understand the value they are receiving from Bazaarvoice’s solutions is essential. This also includes consulting clients to promote and leverage customer-generation content for their websites and other channels (online and offline).

 

Moreover, you’ll also be a very strong planner and be able to look 6 months ahead of each client’s contract renewal and facilitate that process. You’ll be proactive in identifying and advocating opportunities to expand the scope of Bazaarvoice’s footprint within the client’s business. Finally, you’ll also advocate internally for client needs within Bazaarvoice and ensure your individual customer achievements are recognised internally too.


**Summary**

 

This role is vital to ensure our Global Brands clients are successful with Bazaarvoice, and realize ROI. You are going to be working in the vibrant and exciting area of social commerce with some of the world’s leading brands. If you have the relevant experience and up for this new challenge, please apply today!


**Candidate Requirements**

 

Required Experience / skills

·         University degree or similar.

·         Significant experience in account management, ideally within software, research, online and/ or other marketing/ e-commerce technologies.

·         Industry knowledge in any of the following: retail, manufacturing, consumer electronics and CPG

·         Ability to navigate and build champions across complex client organisations, tailoring strategy recommendations based on identified business issues.

·         Great collaboration skills

·         Proven ability to prioritise and manage workload across multiple accounts concurrently.

·         Outstanding oral, written, and presentation skills.

·         Travel: about 30% of your time will be spent travelling to meet with clients – predominantly across the region.

·         Positive, self-starter attitude with absolute willingness to go the extra mile and exceed expectations.

·         Attention to detail, highly organised, with an absolute focus on quality of work.

·         Customer-centric with a focus on delivering value (KPIs definition tracking).

·         Full authorisation to work in country (UK/Germany/France/Amsterdam) with no restrictions, sponsorship will not be provided.

Nice to have:

·         Other language skills are strongly preferred.

·         Knowledge of and/ or previous experience with the kind of brands/ retailers that Bazaarvoice work with.