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Customer Success Manager

3 meses atrás

São Paulo, Brasil Netvagas Tempo inteiro

Estamos à procura de um Gerente de Customer Success dinâmico e experiente para liderar nossa equipe e impulsionar o sucesso de nossos parceiros. O profissional ideal terá forte capacidade de liderança, habilidades analíticas e experiência em gerenciamento de Customer Success.

 

Responsabilidades:

Gestão de Equipe:

  • Liderar e motivar a equipe de Customer Success, incluindo gestão de feedbacks, acompanhamento 1:1, planos de desenvolvimento individual (PDI), gestão de crises e clima organizacional.
  • Monitorar o desempenho diário da equipe, fornecendo suporte contínuo.

Gestão de Customer Success:

  • Coordenar o onboarding de novos parceiros, assegurando o engajamento adequado, uso efetivo do produto e alinhamento com o negócio.
  • Gerenciar a jornada do parceiro e estruturar processos para melhorias contínuas.
  • Desenvolver e acompanhar KPIs e métricas da área, além de apresentar resultados para stakeholders.
  • Gerenciar estrategicamente as carteiras de parceiros, com acompanhamento dos resultados e criação de planos de ação personalizados (small, medium, big).
  • Implementar estratégias para retenção e crescimento dos parceiros, incluindo negociações comerciais, upsell e conversões.

Integração com Outros Times:

  • Manter uma boa interlocução com outras equipes para alinhar processos que impactem os parceiros, colaborando em criação, alinhamento e melhoria de processos.

 

Requisitos:

  • Experiência em análise de dados, incluindo criação de dashboards e cruzamento de informações. Conhecimento em Metabase ou ferramentas similares (como Looker) é bem-vindo.
  • Proficiência em Sheets/Excel e Google Workspace (Slides, Docs, Sheets).
  • Experiência com CRM para documentação de processos e contatos.
  • Experiência em relacionamento B2B, com conhecimento administrativo de pequenas, médias e grandes empresas.
  • Excelentes habilidades de comunicação escrita e oral, com capacidade para conduzir reuniões de forma eficaz.