Customer Success Pleno
Há 6 dias
4MDG
Cargo:
Customer Success Manager
Descrição da vaga:
Nossa história começou com um sonho, uma única pessoa com a vontade de impactar pessoas e melhorar a governança de dados mestres em médias e grandes empresas e hoje estamos aqui para contar que esse sonho está se concretizando. No ano de 2020 tivemos um crescimento gigantesco e estamos ganhando espaço no mercado de gestão de dados mestres com uma plataforma dinâmica, segura e 100% na nuvem. Nós nascemos com o DNA digital e ajudamos negócios de diversos segmentos com a nossa expertise em tecnologia.
Responsabilidades Principais
• Seguir os processos e playbooks disponibilizados para a área;
• Garantir o engajamento do cliente durante todo o seu ciclo de vida;
• Trabalhar em conjunto com as demais áreas da empresa para desenvolver materiais e planos de ação para manter o cliente engajado;
• Gerenciar a performance da base de clientes no uso dos produtos e serviços, acompanhando os critérios de sucesso do cliente e antecipando possíveis problemas;
• Ser proativo com foco em resultados para garantir retenção e expansão do cliente no portfólio de produtos da 4MDG;
• Trazer melhores práticas para promover a melhoria contínua dos processos e fortalecendo o relacionamento com o cliente;
• Atuar para manter o churn dentro das metas estipuladas;
• Aplicar pesquisas (CSAT, NPS e afins) com fechamento de looping para promotores, detratores e neutros a fim de monitorar e garantir a melhoria dos nossos produtos, processos e da satisfação do cliente.
• Levantamento de novas necessidades de produtos;
• Controle dos indicadores;
Estamos em um novo momento e você terá a oportunidade de participar de forma ativa apoiando a construção da área de Customer Success, aprendendo e colocando em prática conceitos de Customer Experience e Customer Success, como:
• Mapeamento de personas;
• Mapeamento da jornada do cliente;
• Estruturação do onboarding;
• Estruturação do ongoing;
• Estruturação das métricas;
• Mapeamento dos pontos de atrito e estruturação de plano de ação para uma jornada mais fluída;
• Entre outras oportunidades.
Você pode fazer parte dessa transformação e esperamos que você tenha um perfil que busca desafios e novas oportunidades de crescimento, pois sua evolução pode te levar a liderança da equipe. Já pensou em poder estruturar a sua própria equipe e o crescimento da área? Estamos torcendo por você.
Habilidades Técnicas
• Customer Success;
• Conhecimento em Gerenciamento de Projetos e Métodos Ágeis;
• Conhecimento em Mapeamento de Processos;
• Relacionamento com o Cliente;
• Domínio na área de tecnologia;
• Resolução de problemas;
• Pacote Office 365 Intermediário (Excel, Power Point e Word).
Idiomas
• Inglês avançado
• Espanhol intermediário (Desejável)
Diferenciais:
• Conhecimento em ferramentas office 365 (Share Point, Forms, OneDrive, etc);
• Ferramentas BPMN – Visio, Bizagi, Bonita, Miro, etc;
• Habilidades com o uso de IAs generativas;
• Conhecimento em Customer Experience;
• Experiência prévia em mercado SaaS;
• Experiência anterior atuando na área de CS.
Habilidades, Competências e Valores
• Inteligência emocional;
• Mindset de crescimento;
• Gestão de conflitos;
• Comunicação e oratória;
• Habilidade para rapport;
• Negociação;
• Influência;
• Agilidade na resolução de problemas;
• Automotivação;
• Engajamento;
• Proativo
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