Client Success Manager

1 semana atrás

Campo Grande, Brasil viaPeople, Inc. Tempo inteiro

About Us viaPeople is a performance management software company dedicated to helping organizations drive engagement, development, and results through thoughtful and effective technology. We are seeking a Client Success Representative based in LATAM with strong English communication skills and a proven ability to manage new product implementations. Role Overview The Implementation Consultant will own the end-to-end client implementation process for viaPeople’s performance management platform. This role requires a proactive, consultative, and detail-oriented professional who can guide clients through a seamless onboarding experience, collaborate across internal teams, and ensure long-term client success and retention. Key Responsibilities Manage clients through the full implementation cycle of our performance management software with a consultative, proactive approach Partner with implementation development, QA, sales, and marketing teams to ensure a smooth transition from contract signing to live product use Own the client experience by following our proven process map and proactive outreach workflows Monitor client health using weekly scorecards, NPS scores, and health dashboards Oversee parallel client projects, ensuring all milestones and deadlines are met Create and manage implementation tickets in our ticketing system Consult with clients to capture requirements and translate them into actionable project plans Respond to client inquiries through Front, phone, email, and live chat promptly and professionally Lead client meetings, including kickoffs, project updates, and milestone reviews, while driving agendas and capturing action items Configure and administer the viaPeople platform to meet client-specific needs Develop client-facing documentation, setup drafts, and training resources Provide backup support to team members when needed Embody and promote corporate values: Driven, Trustworthy, Growth Mindset, Solutions-Oriented, and Customer-Centered Success Metrics 100% on-time, QA-approved client test drives and launches Strong client satisfaction as measured by NPS and retention rates Qualifications Based in LATAM with strong written and verbal English skills 3+ years of experience in client success, implementation consulting, or software onboarding Proven ability to manage multiple projects and deadlines in parallel Strong problem-solving and consultative skills, with a customer-first mindset Experience with project management or collaboration tools (e.g., Wrike, Jira, Asana, or similar) Technical aptitude with SaaS platforms and the ability to translate client requirements into configuration and setup Excellent communication and relationship management skills Ability to thrive in a remote, fast-paced, and collaborative environment Why Join Us Opportunity to work with a mission-driven company transforming performance management Collaborative, values-driven culture with strong focus on growth and innovation Remote-first role with flexibility and global exposure Professional development opportunities and career growth pathways #J-18808-Ljbffr

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