Customer Success Manager

2 semanas atrás

Minas Gerais, Brasil Sigga Technolgies Tempo inteiro

What we're looking for

  • Demonstrated high level of collaboration with other technology teams such as Professional Services and Customer Support
  • Enthusiasm for customer success and excellence, especially within the SaaS space
  • Willingness to learn, collaborative, growth mindset, goal-oriented, comfortable with ambiguity / changing priorities as part of the start-up culture
  • Proven record of delivering effortless customer experience, and customer-centric internal communications
  • Experience collaborating with cross-functional teams to support joint outcomes through customer lifecycles
  • Demonstrated ability to communicate effectively via oral & written formats: PowerPoint and Excel skills are a must, especially with multiple stakeholders/personas
  • Demonstrated creation of data-driven customer action plan strategies

Required Skills/Abilities:

  • Excellent written and verbal communication skills with internal and customer stakeholders
  • Excellent time management skills, managing work time responsibly and efficiently
  • Escalation and conflict management skills
  • Independent, critical thinker/problem-resolution skills
  • High accountability to team outcomes
  • 7+ years of experience in direct customer engagement roles
  • 5+ years of SAP experience
  • Strong verbal and written English

Preferred Skills/Abilities:

  • 7+ years of account management, customer success, or managed services
  • 2+ years of previous direct people management experience
  • CRM experience, managing expansion opportunities and customer relationship mapping of a large book of business
  • 5+ years of SAP PM and/or EAM experience
  • Microsoft Office/O365 experience

Education and Experience:

  • Bachelor's degree (B. A.) in a related field or equivalent combination of education and experience.

Other:

  • Located in Brazil; Hybrid in Belo Horizonte office preferred
  • Willing to travel up to 25% (domestic and international)

Objectives for the role

  • Identify and surface broad customer trends and data in internal meetings.
  • Partner with Sales and Marketing to ensure the full customer lifecycle is cohesive, thoughtful, and measured.
  • Manage a small portfolio of high value customers while leading the CS Function.
  • Measure and monitor KPIs to draw insights and execute actions.
  • Accountable for the day-to-day execution of their direct reports (CSMs).
  • Foster and develop collaborative relationships with key cross-functional leaders.
  • Accountable for the renewal, retention, adoption and growth KPIs of the customer portfolio.
  • Build close alignment with the Sales org to enable seamless Pre-Sales to Post-Sales transitions for customers.
  • First level escalation point for customers.
  • Build relationships with key strategic customers.

What you'll do

  • Supervisory Responsibilities
  • Direct supervisory responsibility for a team of Customer Success Managers, building a team of customer-centric, trusted advisors for their portfolios
  • Mentor and train CSMs on Customer Success practices and processes
  • Document and review CS Playbooks and Processes
  • Carry a book of business while the team grows (i.e., Player Coach)
  • Customer Success Program Building Partner with head of Customer Success to:
  • Forecast headcount needs, address resource gaps and make data-driven team allocation prioritization decisions
  • Design and execute strategic initiatives aimed at founding and evolving the CS programs at Sigga, focusing on predictably increasing NRR, expansion, and adoption
  • Hire and manage a team of customer success managers to build a best-in-class customer experience that builds trust every step of the way
  • Shape a success culture that communicates thoughtfully with our customers engineering and finance IT and business unit teams and helps shape product improvements
  • Trusted Advisor for your Book of Business Build great customer relationships and set customers up for success by:
  • Understanding goals, strategies, & initiatives and establishing Sigga Technologies as the best-in-class workflow
  • Maintain customer health by developing and executing customer success plans that reflect a holistic path for customers to achieve ROI
  • Outcomes and Risk Management of Your Book of Business:
  • Drive adoption of Sigga Technologies products to enable customers to achieve business value and critical outcomes
  • Measure and monitor KPIs to draw insights and execute actions
  • Own customer lifecycle experience including renewal conversations and exceed cross-sell revenue retention goals
  • Partner with Account manager and share growth opportunities
  • Stay current on Sigga Technologies products and services and develop use cases to drive customers to adopt best practice standards.
  • Proactively manage at-risk customers and develop success plans, prevent churn and reduce unnecessary escalations.
  • Expand CSPs to include additional outcomes as customer needs evolve
  • Collaborate with Sales and Marketing to develop customer case studies
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