As a Customer Success Manager your main goal will be advise clients on how to maximize the value they get in their business using our solution. You will lead planning sessions with the client and the Key Account Manager to understand the client's needs and business objectives and develop a tailored plan to guide them towards achieving the desired results. Together with the Key Account, you will have the objective of building strong relationships with clients ensuring solution adoption and account growth.
This is remote position, which must be located in México (contractor).
Responsibilities will include:
Definition of business objectives and success KPIs for assigned accounts
Development of Account Plan and growth strategy with the Key Account
Consulting and support in the implementation of new solutions, channels or use cases
Quartely Business Review to monitor KPIs, on-going projects and planning for next period
Identify opportunities for growth and expansion of the accounts in chargeUsage recommendatios and best practices
Escalation of problems and early warning of risks that can prevent a churn
Training focused on the business needs of your clients
Qualifications:
More than 5 years of experience in Customer Success in handling and managing Enterprise clients
Ability to build and maintain strong relationships (internally and with clients)
Experience working with Banking, Telco and Ecommerce clients
Collaboration and teamwork skills, relationships, time management, sense of urgency and prioritization of tasks are essential to the success of this position
Listening, presentation and communication skills at all levels of business
Data management and analysis
Strategic thinking and focus on results
Ability to solve problems and propose solutions
It's essential to have experience working in SaaS companies, Startups
It's a plus to have knowledge of user experience (UX) design and automation of service channels and instant messaging
Educational Requirements:
Bachelor's degree in Administration, Communication or Engineering (not exclusive)
Project Management advanced
English advanced (Exclusive)
Knowledge and management of Customer Success tools (Ej. Gainsight)
What we offer:
Opportunity to work in a multicultural company with colleagues and clients from different countries
Work in a position with growth opportunities
100% remote position
Flexible schedule
Birthday day off
Anniversary days
Experience an exceptional working environment