Customer Success Manager

2 semanas atrás

São Paulo Brazil, BR ISI Markets Tempo inteiro

About ISI Markets:

ISI is a truly international business with over 600 employees over 19 locations. We have a proud 30-year history as the leading provider of data, analysis and research on the world’s fastest growing and highest potential growth markets. We support our clients by anticipating their needs and providing them with expert advice and access to the information they require to make smarter business decisions. This includes macroeconomic data, research and analysis on companies, industries and countries.


Working with us:

Our culture is purposed around our people, and we pride ourselves on supporting our employees to be the best they can be. Working for us will mean being part of a supportive and fun sales environment, with clear targets and competitive commission structures.


Summary of Primary Role:

We are looking for a Customer Success Manager who is passionate about delighting customers and ensuring that our tool becomes indispensable in their daily operations. In this role, you will be responsible for delivering an exceptional onboarding experience, customizing the tool to be highly relevant and insightful for each client. You should maintain constant contact with clients to understand if their priorities have changed, if there is a need for adjustments in customization, or if they are facing difficulties in finding insights within the tool.


Additionally, you will be responsible for monitoring and ensuring high tool usability, especially for clients who are less than six months away from contract renewal. We seek a professional who can handle a high volume of activities, is organized and strategic, and is also willing to "roll up their sleeves" and execute what is necessary for our clients' success. Fluency in English is essential to communicate effectively with global clients.


Responsibilities:

  • Delightful Onboarding: Provide an onboarding experience that surprises the client, ensuring the tool is perfectly tailored to their needs and becomes a fundamental part of their routine.
  • Relevant Customization: Customize the tool according to the client's priorities, keeping it always aligned with their current goals and challenges.
  • Continuous Monitoring: Maintain regular contact with clients to check if their priorities have changed, if there is a need for adjustments in the tool, or if they are facing difficulties in finding insights.
  • Maximizing Usability: Monitor the tool's usability, especially for clients nearing contract renewal, ensuring they are extracting maximum value.
  • High Volume Management: Effectively handle a high level of activities, ensuring organization and prioritization of tasks.
  • Proactive Execution: Be able to act strategically while also executing necessary tasks to ensure client success.
  • Reporting and Analysis: Track key success metrics, such as tool usability and client engagement, to inform and adjust retention strategies.


Requirements:

  • Bachelor’s degree required. Post-graduate degree is a plus.
  • Previous experience in Sales / Customer Success / Customer Experience role is a plus.
  • Excellent verbal and written communication skills in both Portuguese and English.
  • Ability to build and maintain strong relationships with clients.
  • Skill in identifying opportunities to improve customer experience and tool usability.
  • Proactivity and a “hands-on” attitude to execute tasks and solve problems.
  • Organization and efficiency in managing a high volume of activities.
  • Experience with CRM tools (e.g., Salesforce, HubSpot) and data analysis platforms is a plus.
  • Analytical ability to interpret complex data and provide actionable insights.
  • Alignment with our values of Positivity & Assertiveness, Honesty & Integrity, Adaptability & Flexibility, Results Orientation, and Collaboration & Support.


What We Offer:

- Competitive Compensation: (Salary + Bonuses/Commissions)

- Competitive Benefits Package:

  • Health Plan
  • Meal Vouchers (VR)
  • Remote Work Program: 1 month per year


How to Apply:

If you are passionate about customer success and meet the qualifications above, we would love to hear from you

All job applicants will be treated with strict confidentiality.

Only short-listed candidates will be contacted.

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