Diretor (a) de Customer (Customer Experience e Customer Success)

3 semanas atrás


São Paulo, Brasil Omie Tempo inteiro
Job description

A Omie tem como propósito trazer prosperidade para o ecossistema empreendedor brasileiro. Por isso, buscamos por pessoas com mentalidade de crescimento, valorizando perfis que tenham capacidade de adaptação, senso colaborativo e sejam motivadas pela inovação e pelo aprendizado contínuo.

Faça parte da história de uma das empresas de tecnologia que mais cresce no país

#VempraOmie


Main responsibilities
  • Ser responsável por toda a estrutura de clientes em duas áreas: Customer Experience e Customer Success;
  • Liderar um time de lideranças de 13 profissionais em diversos níveis de gestão (Gerente, Coordenação, Supervisão) e uma equipe de cerca de 100 pessoas, prezando pelo desenvolvimento, performance e alinhamento de cultura;
  • Direcionar os esforços das áreas para promover boas experiências aos clientes e estar a frente de tratativas estratégicas voltadas a ações que impactem esses clientes, bem como destravar barreiras que possam implicar na jornada dele;
  • Apoiar na construção e definição de OKRs do time, bem como incentivar a busca por inovação;
  • Realizar reposts para C-Levels e Conselho;
  • Atuar diretamente em indicadores de Customer Success (por exemplo: churn, LTV, CSAT, NPS), garantindo uma boa jornada do cliente e que isso continue a ser um fator competitivo para a Omie em relação à retenção (churn) e satisfação;
  • Desenvolver, junto ao time de lideranças, estratégias viáveis e escaláveis de atendimento ao cliente ao longo de toda a jornada dele dentro da Omie;
  • Continuar a construção de uma cultura na área que tenha foco no cliente e a importância de que as decisões tomadas levem em consideração isso, além de ter uma forte parceria junto aos times Comerciais, para que as áreas atuem em parceria de modo a intensificar resultados;
  • Ser a ponte entre Customer e as diversas outras áreas da Omie que impactam na experiência ou churn do cliente, buscando resolver os gaps que existem e influenciando mudanças positivas;
  • Ter um olhar data-driven de modo a tomar decisões que façam sentido para o momento da Omie e para a resolução de necessidades dos clientes;
  • Trazer insights de melhorias de processos e busca constante pela eficiência, bem como entender o perfil do cliente Omie, suas dores, necessidades e expectativas;
  • Gerenciar o orçamento da área e garantir aderência aos valores orçados.
Requirements and skills
  • Atuação e experiência estratégica em liderança de times de CS e/ou CX;
  • Necessário experiência em SaaS;
  • Atuação escalável de CS em grandes empresas;
  • Comunicação e boa postura;
  • Gostar de liderar pelo exemplo e busca desenvolver seu time e agir como mentor;
  • Conhecimento sobre inovação.
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