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Manager of Customer Success

4 meses atrás

Brasil Equifax I BoaVista Tempo inteiro

Funções que serão desempenhadas:

  • Desenvolvimento de Estratégias:
  • Elaborar estratégias de atendimento ao cliente alinhadas aos objetivos de negócios da empresa (cliente);
  • Acompanhar metas claras e indicadores-chave de desempenho (KPIs) para medir o sucesso do cliente;
  • Crescimento de Receita: Identificar oportunidades de upsell, cross-sell e expansão de negócios com os clientes existentes;
  • Colaborar com a equipe de vendas para converter essas oportunidades em receita adicional;
  • Gestão de Relacionamento com o Cliente:
  • Desenvolver e manter relacionamentos estratégicos com os clientes, entendendo suas necessidades específicas e metas de negócios;
  • Agendar reuniões regulares e interações proativas para garantir que os clientes se sintam valorizados e ouvidos;
  • Entendimento do Produto e Serviço:
  • Dominar a gama completa de produtos e serviços oferecidos pela empresa;
  • Colaborar com as equipes de produto e desenvolvimento para garantir que os produtos atendam às necessidades dos clientes;
  • Implementação e Integração:
  • Trabalhar em estreita colaboração com os clientes para planejar e executar a implementação bem-sucedida de soluções de dados e análises. Garantir que a integração seja perfeita, personalizada e alinhada com os objetivos do cliente.
  • Treinamento e Educação:
  • Desenvolver programas de treinamento personalizados para clientes, abordando seus casos de uso e necessidades específicas. Fornecer recursos, documentação e tutoriais para ajudar os clientes a maximizar o valor dos produtos.
  • Avaliação e Monitoramento:
  • Estabelecer métricas de sucesso com os clientes e acompanhá-las de perto, identificando oportunidades para otimização;
  • Utilizar ferramentas de monitoramento e análise para rastrear o uso do produto pelos clientes.
  • Resolução de Problemas:
  • Responder prontamente às consultas e preocupações dos clientes, garantindo uma resolução rápida e satisfatória;
  • Coordenar com as equipes internas, como suporte técnico e desenvolvimento, para resolver problemas complexos;
  • Renovação de Contratos:
  • Analisar a saúde do relacionamento com os clientes, antecipar necessidades de renovação de contrato e propor ao time comercial condições para renovações bem-sucedidas;
  • Apoiar time comercial na negociação de termos e condições contratuais, ajudando a garantir a renovação de contratos existentes.
  • Comunicação:
  • Manter uma comunicação constante com os clientes, fornecendo atualizações regulares sobre novos recursos, atualizações e melhores práticas;
  • Garantir que os clientes estejam cientes de como estão obtendo valor com os produtos.
  • Coleta de Feedback:
  • Coletar feedback regular dos clientes por meio de pesquisas, entrevistas e análises de dados;
  • Traduzir feedback em ações para melhorar a experiência do cliente e os produtos;
  • Análise de Dados:
  • Utilizar ferramentas de análise de dados para entender o comportamento e as tendências dos clientes.
  • Aplicar essas informações para ajustar estratégias de Customer Success e fornecer insights internos.
  • Defesa do Cliente:
  • Atuar como um defensor ativo dos interesses do cliente dentro da empresa, assegurando que suas preocupações sejam abordadas e suas necessidades satisfeitas. Ser a voz dos clientes nas reuniões internas e ajudar a moldar a estratégia da empresa.

Experiências necessárias:

  • Experiência comprovada em Customer Sucess;
  • Habilidades de comunicação verbal/escrita;
  • Habilidade para gerenciar múltiplas contas simultaneamente;
  • Inglês Avançado.

  • Pontos de destaque:
  • Ter atuado em Gestão de Projetos será um diferencial;
  • Vivência em interação prévia com time comercial será um diferencial;
  • Experiência em empresas de bureau de crédito será um diferencial.