Manager, Client Success

Manager, Client Success

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 : 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 : 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 : 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 : 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 : 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 : 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 :

$120,000 - $140,000 a year

At Bazaarvoice, we carefully consider multiple factors when determining compensation. Since we believe the transparency and integrity builds trust, we want to share that we expect the base salary for this position to be in the range listed above and is based on Bazaarvoice's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education / training, and skill level. While this is a good faith estimate of the expected base pay range, Bazaarvoice reserves the right to pay outside this range if these assumptions and understandings are modified as we progress through the interview process. Your recruiter can share more about the salary range and total compensation package during the hiring process. If this compensation is somewhere close to your desired range, we encourage you to apply!