Customer Success Manager
4 semanas atrás
Role Description
This is a full-time remote role for a Customer Success Manager based in Brazil. The Customer Success Manager will be responsible for providing customer support, ensuring customer satisfaction by holistically managing the customer journey, training new users, driving adoption, managing feedback, resolving customer issues and analysing data for actionable insights.
Reports to Head of Operations
Responsibilities
Manage assigned accounts, especially in North America
Onboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimise this process over time
Deliver exceptional customer service as the first point of contact for all customer queries
Respond to all queries in line with company KPIs
Elevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and training
Analyse user engagement metrics to identify gaps
Provide solutions to drive adoption for clients and test new techniques
Drive greater client engagement on the most relevant features/functionality for their specific business needs
Manage upgrade/upsell conversations with clients
Analyse and report on customer feedback throughout their lifecycle
Document all communication with users accurately and in a timely manner in the CRM
Manage escalations as appropriate with the internal team
Monitor and report on the health status of all assigned accounts
Assist with educational webinar series for end-users
Collaborate with relevant departments to create workflows, develop knowledge bases, both internal and external
Suggest improvements to the current processes to optimise them
Required Skills
Excellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy
3+ years’ experience in a Customer Success/Client Management role
Bachelor’s degree or equivalent
Strong project management and organizational skills
High level self-motivation and enthusiasm
Experience analysing data and trends to identify growth opportunities
Strong technical aptitude
Proficiency in TEAMS and MS Office
Hubspot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quickly
Basic proficiency with Microsoft Excel
Familiarity with web-based platforms and tools
Experience working both autonomously and in a team environment
Ability to build authentic business relationships and resolve conflicts if they arise
Flexibility and commitment to achieve successful outcomes
Schedule
9am – 6:00pm US Central Time, Monday to Friday
Benefits
Market competitive salary Paid annual leave
Energetic and friendly team environment
Career progression and development opportunities
Important Notes
This will be a remote role with the possibility of occasional, pre-planned in-person meetings.
We will be using monitoring software to check your work efficiency and productivity on a daily basis.
You will be signing a work agreement with our company. You will need to provide all necessary legal documents to complete the hiring process.
The recruitment/ interviewing process is done digitally.
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