Customer Success Manager, Brazil

Who are we?

Panaya is a leading provider of ERP and CRM Change Intelligence and Smart Testing solutions. Our SaaS platform empowers enterprises to accelerate change implementation while minimizing the time, cost, and risk across business applications like SAP, Oracle EBS, and Salesforce.com.

Powered by cutting-edge data aggregation, machine learning and AI-driven Smart Testing, Panaya provides deep insights and automation that enable organizations to identify dependencies, accelerate testing, and ensure business continuity. With Panaya, companies gain the confidence to evolve and innovate rapidly.

Recognized by DUN’s 100 as one of Israel’s top Hi-Tech companies to work for in 2024, Panaya has also been honored by Gartner and Forrester for its market leadership and innovation.

What Will You Do?

As a Customer Success Manager, you are responsible for managing all aspects of the company’s relationship with its existing customers.

You will be responsible for ensuring customer satisfaction and account health, as well as strengthening the ongoing relationship with your customers by providing top-quality technical services.

The Customer Success Manager is expected to ensure customer renewals, nurture expansion opportunities, and increase sales to your existing customers. Your primary goal will be to retain and grow accounts in your portfolio.

The portfolio will mostly include accounts from Brazil and will require native level of Portuguese.

Key Responsibilities:

• As the primary liaison, you will be the face of Panaya to the customer at the same time representing customer’s interests internally with other teams in Panaya
• Lead all aspects of customer account management including renewals, expansion, and upsell opportunities
• Lead the customer’s journey with Panaya by being the customer’s point of contact including on-boarding, methodology consultancy, and best practices
• Build strong and positive relationships as a trusted advisor with clients at various levels
• Promote product updates and adoption to the customer, identify opportunities to showcase Panaya use cases, help customers leverage value and achieve their objectives
• Advocate as the voice of customers within the company
• Learn and maintain technical expertise on product capabilities, use cases, and best practices
• Support your clients and prospects with expertise about different tool related questions

Required Qualifications & Skills

• Fluency in English is a required
• Fluency in Portuguese is required
• At least 5 years of client-facing experience in implementing Enterprise applications like SAP or Oracle EBS in a techno-functional or DevOps leadership role.
• Experience as a Customer Success Manager \ Technical Account Manager for SaaS enterprise software in DevOps will be preferred
• Excellent verbal and written skills with strong communication, presentation, and interpersonal skills with proven experience in a direct client-facing role
• Ability to handle high-pace sales processes and management of multiple customer accounts
• Knowledge about the software development life cycle and DevOps. Certifications like PMP, SAFe are preferred.
• Customer service and technical support abilities, strong analytical and problem-solving skills, a high level of professionalism, the ability to multi-task, strong attention to detail, and self-motivation.
• Business orientation and analytical thinking.
• The ability to work in a dynamic, cross-functional, team-based environment
• Ability to communicate and negotiate with C level executives and decision makers and Procurement / contracts teams