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Customer Success Manager

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Rio de Janeiro, Rio de Janeiro, Brasil Optimove Tempo inteiro
Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner. We work with some of the world's most exciting brands, such as Sephora, Staples, and Entain, who love our thought-provoking combination of art and science. With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt. It's the perfect time to join our team of ~500 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within. Growing your career with Optimove is basically guaranteed.
Optimove's Customer Success Manager (CSM) is a dynamic and essential client-facing role, interacting collaboratively with multiple internal and client stakeholders in the Gaming and Retail verticals. These client stakeholders can include anyone from CMO's, CRM Leads, project managers and software developers, and the role requires a deep understanding of what these organizations value, to align and drive results. As the main point of contact for clients, CSMs at Optimove are dedicated to driving value, enabling product adoption and usage success, as well as meaningful business results. This role requires highly effective time management and people skills coupled with robust analytical capabilities. The position brings with it an excellent opportunity to learn and grow within a lively and challenging environment. If you're looking for the next step in your career in Customer Success, this could be the right opportunity for you
**Responsibilities**:
- Own overall client relationship and direction of the account within the customer organization team, enabling your client to unlock meaningful business results from their partnership with Optimove
- Understand your client's business, revenue model, market, challenges, and key competitors so that you can work with them to implement relevant and meaningful cross channel marketing campaigns.
- Become an Optimove platform and product expert, so that you can provide training, guidance and advice to help your clients translate their business objectives into usage and implementation within the platform
- Lead with Best Practices, Recommendations, and Context specific to the Retail & eCommerce verticals.
- Establish a trusted and strategic relationship with each client
- Be a strategic connector across ~7 internal teams, ensuring the right resources from Optimove engage with key stakeholders at your clients
- Be the customer's advocate internally by communicating requests and issues across departments
- Communicate major product updates and releases ensuring clients enact changes
- **Requirements**:
3-5 years of experience in customer-facing roles
- Marketing Technology experience preferred
- English & Portuguese professional proficiency required
- Extremely strong presentation and communication skills
- 1-2 years of experience working with Gaming, Casino, or Sportsbooks clients preferred
- Working with Enterprise Clients ($100m annual revenue +) preferred
- Highly organized and motivated on a multitude of levels. This role will need to be proficient in structuring customer calls, meetings, milestones, follow ups, creating long-term account plans, and balancing internal needs and improvements.
- A curious and creative thinker who is willing to study and understand thier customers business and come up with ideas for how to help them grow their business through CRM and digital experiences.
- Extreme agility, seeing challenges as opportunities and remaining consistent in changing environments, contributing to continuous improvement for our customers, peers, and cross-functional teams. You have a Growth mindset where you embrace continuous learning, improvement, and experiences that push you out of your comfort zone. You are also receptive to feedback and the impact it can have on how you hone your skills.
- Experience training and enabling multiple client personas on software, analyzing and reporting value, and simplifying complex or technical concepts in communication. You are a fast learner who can understand and articulate technology at any level
- Ability to coordinate, influence, and organize several internal and external stakeholders in a fluid, clear, efficient, and effective manner