Customer Success Manager
2 meses atrás
Resumo do Trabalho:
O Customer Success Manager é responsável por construir e manter um forte relacionamento com os clientes existentes e ser o ponto focal de experiencia (ongoing) para as contas em sua carteira, buscando garantir a satisfação, retenção e sucesso destas empresas com o uso de nossas soluções. Atua como intermediário entre o cliente e todas as áreas da empresa, defendendo as necessidades dos clientes em sua carteira e apoiando-os no atingimento de seus objetivos.
Principais Responsabilidades:
Gestão de contas: compreender profundamente as operações e objetivos dos clientes, oferecendo soluções consultivas e zelando pela experiência positiva. Monitorar o uso, identificar riscos e desenvolver estratégias de retenção para evitar o churn, além de identificar oportunidades de Upsell e Cross-sell, trabalhando em parceria com os account managers.
Conhecimento do Produto: Ministrar treinamentos para clientes e desenvolver um entendimento profundo dos nossos produtos e soluções.
Apoio Proativo: Engajar proativamente os clientes e os times internos para identificar e solucionar possíveis problemas ou desafios.
Defesa do Cliente: Coletar e analisar os interesses e feedbacks dos clientes, garantindo que suas necessidades sejam comunicadas às equipes relevantes, como desenvolvimento de produto e suporte.
Qualificações:
· Graduação em uma área relevante (Negócios, Marketing, Comunicação, etc.)
· Fortes habilidades em relacionamento interpessoal, mapeamento de processos, resolução de problemas, análise de dados e apresentações
· Experiência mínima comprovada de 4 anos atuando como Customer Success modelo SaaS
· Excelente comunicação oral e escrita
· Postura Client Facing, atento às boas práticas de relacionamento como câmera aberta, escuta ativa, cordialidade, etc
· Mentalidade centrada no cliente e compromisso com o sucesso
· Familiaridade com softwares de gerenciamento de relacionamento com o cliente (CRM).
*Aqui você é bem-vindo para se candidatar independente de raça, etnia, gênero, orientação sexual ou deficiência. Se você adora desafios, se reinventa, arrisca, muda ou se adapta e não abre mão de ser quem você é, aqui é o seu lugar
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