Our client is pioneer global business transformation software company. Grew 300% in the past year, already valuated at over USD 1Billion, company received a Series B founding around USD 50M on the year of 2018.
Currently expanding your business throught Latin America, we are looking dor a Customer Sucess Manager.
RESPONSIBILITIES:
- Work directly with a portfolio of strategic customers to define success and help them drive significant value out of using the solution by achieving measurable results
- Develop a deep understanding of customer needs, use cases, and objectives in order to ensure that the platform is properly leveraged to achieve them
- Develop strategic road mapping and change management plans to assist customers in driving user adoption and change management within their organization
- Build and maintain strong relationships with all key customer stakeholders, including C-level executives
- Monitor and report on the overall well-being of customers, tracking key health and usage indicators
- Serve as a point of escalation for key customer issues and ensure swift resolution
- Drive customer advocacy through case studies and references
- Ensure high customer satisfaction and retention
- Evangelize the platform capabilities, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells
- Work with the services teams to facilitate the onboarding of new customers
REQUIREMENTS
- Must have 5+ years of experience in Customer Success, consulting or account management for a SaaS organization
- Significant experience driving enterprise level customer engagements, achieving high adoption, retention, and expansion rates
- BS / BA degree in business administration, engineering, computer science or a comparable education, Master’s degree is a plus
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty
- Experience in business transformation initiatives is a strong plus
- Skillful at building long term relationships with senior executives and key stakeholders
- Proficiency in leading and facilitating executive meetings and workshops
- Passion for making customers successful
- Demonstrated ability to navigate conflict and foster open communication
- Strong analytical thinking and organizational skills