Customer Success Manager

Há 3 dias

Brazil 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 with dotted line to CEO


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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