Customer Success Manager - Contact Center (Remote in US)

Company Description

Resultant is an outcomes-focused consulting firm committed to helping clients make technology a strategic asset and use data to guide better decisions. But we’re not just data and tech experts; we are problem solvers and industry experts who work alongside our clients to help them achieve their mission.

We don’t solve problems for our clients. We solve problems with them.

We take the time to deeply understand goals and roadblocks to drive toward outcomes that serve organizations, people, and communities. Through outcomes driven by data analytics, technology solutions, digital transformation, and beyond, our team works with clients in both the public and private sectors to solve their most complex challenges. We start by learning as much as we can about who they are, how they work, and what they’re striving for so we can feel their problems as our own. Partnering with our clients means their desired outcomes are always top of mind, their challenges and strengths guiding our efforts. We build client-focused relationships before we build unique solutions that blaze past expectations.

Originally founded in Indianapolis in 2008, Resultant now employs more than 450 team members who operate remotely and from offices and hubs around the United States including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX.

We’re Resultant. Clients partner with us to see a difference. People join us to make one.

Job Description

We are looking for a Client Success Manager (CSM) with deep experience in Cisco UCCE, Google CCAI, and managing technology projects for public sector clients. As a key member of the Contact Center Integration Business Unit, you will be responsible for leading client relationships and project delivery across state and local government agencies. The ideal candidate has a proven track record of managing complex, multi-vendor contact center integrations, and can confidently guide clients through the implementation of intelligent, AI-powered contact center solutions.

Key Duties and Responsibilities

The following list is critical to the role. Other actions, duties, and responsibilities may be required, as needed.

• Serve as the primary point of contact for public sector clients, ensuring alignment across stakeholders, technical teams, and project goals.
• Lead end-to-end project execution for Cisco UCCE migrations, enhancements, and integrations with Google CCAI, IVR/NLP systems, and back-end applications.
• Manage government technology projects in compliance with procurement, privacy, and regulatory requirements.
• Understand the client’s business intimately, their organizational structure, KPIs, strategies, technical capital, and human capital, financial considerations, etc.
• Understand the client’s technological landscape including relevant software, hardware, technical debt, risk aversion, velocity and proclivity towards change, etc.
• Oversee project scope, timelines, budgets, and risk management activities to ensure successful delivery.
• Facilitate client onboarding, business requirements gathering, UAT, and transition to operations.
• Partner with engineers, solution architects, and delivery leads to drive solution quality and client satisfaction.
• Conduct regular client reviews, provide executive updates, and maintain proactive communication to track client success metrics.
• Identify expansion opportunities and support sales and proposal teams with scoping and estimating future phases or services.
• Track client opportunities and maintain opportunities within our CRM.

Qualifications

• 5+ years of experience in client success, project management, or technical consulting, preferably in contact center integration
• Strong understanding of Cisco UCCE (Unified Contact Center Enterprise) platform, including ICM scripting, CVP, and Finesse
• Hands-on experience or oversight of Google CCAI solutions, including Dialogflow CX, Agent Assist, and conversational AI use cases
• Experience working with government clients (state/local or federal) and familiarity with public sector procurement and delivery practices
• Proven success managing multi-phase implementation projects, including timelines, budgets, and cross-functional teams
• Exceptional client relationship and stakeholder management skills
• Advanced proficiency in Microsoft Excel, PowerPoint, and project management software
• Excellent communication and interpersonal skills, with a high level of professionalism and confidentiality
• Strong strategic thinking and problem-solving abilities
• Strong analytical skills and a demonstrated ability to troubleshoot problems
• 5+ years of experience leading client engagements
• Ability to explain just about anything technical to anyone, regardless of their background
• Demonstrated ability working in a teaming/collaborative environment
• Must be willing to travel as needed (approximately 1–2 times per month) to Columbus, OH
• Must be legally authorized to work in the United States for any employer without sponsorship

Additional Information

What you should know about Resultant:

• Rezzers are humble, hungry, and smart. We solve big problems, serve lots of clients, and are entirely committed to delivering transformative outcomes.
• Rezzers are team players, deeply dedicated to the mission of the organization and to helping everyone around us be successful.
• Resultant compensates well, rewarding performance that delivers positive outcomes for our clients and ensuring incentives are aligned to achieve our goals.
• Resultant leaders work hard, serving as a shining example of what it means to be a great Rezzer. They are servant leaders, helping their team to be successful in all possible ways.
• We have a great benefits package including unlimited vacation, significant 401k contributions, and several opportunities to develop yourself.
• We pride ourselves in having the best talent in the industry and hope that you’re up for the challenge!

What our team members say about us…

• “I love our true empathy and concern for our clients, it's very rare and appreciated. It is a pleasure to be a part of an organization like Resultant.”
• “I learn something new every single day, and I feel like I'm a part of building an organization that has legs. I appreciate that I'm consistently humbled by the talent and caliber of our team.”
• “The culture of the company is amazing, and the climate of my team is great. The benefits that employees are offered are better than competitors, and the one-on-one presence that my team lead gives is extremely beneficial to me.”
  
  

All qualified applicants will receive consideration for employment without regard to age, color, sex, disability, national origin, race, religion, or veteran status.

Equal Opportunity Employer