Customer Success Manager

4 semanas atrás


São Paulo São Paulo, Estado de São Paulo, Brasil Allsorter Tempo inteiro
Allsorter is an intelligent CV formatting and optimisation software for recruiters whose productivity is limited by the time it takes to deliver accurate, timely, and consistently branded CVs and resumes to clients, ahead of the competition. We are based in Ireland, with clients all over the world, and are seeking driven professionals with a background in customer success to join our team and play a pivotal role in our growth.

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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