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Customer Success Manager

4 semanas atrás


Florianópolis, Santa Catarina, Brasil Virtustant Tempo inteiro

5 days ago Be among the first 25 applicants

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Co-Founder @ Virtustant and Intelliscreen.io | International Staffing | Testing Platform for Finding the Best Applicants

About the Company

Our organization is committed to creating an inclusive environment that values diversity and professional growth. We offer competitive compensation, opportunities for advancement, and the chance to make a meaningful impact in international remote work connections.

About the Role

We are seeking a dynamic Retention Specialist Manager to lead our critical client and agent relationship management team. In this pivotal role, you will be responsible for ensuring long-term success and satisfaction for both our remote Latin American agents and American clients. The ideal candidate will create and implement strategies that maintain strong, productive relationships, minimize turnover, and optimize the overall placement experience.

Responsibilities

  • Develop and lead a team focused on maintaining exceptional relationships between remote agents and client organizations
  • Design and implement comprehensive retention strategies that support both agent professional development and client satisfaction
  • Conduct regular performance reviews and proactive check-ins with agents and client representatives
  • Manage complex negotiations and mediate potential conflicts between agents and clients
  • Create and track key performance indicators (KPIs) related to agent retention and client satisfaction
  • Build scalable processes for relationship management across multiple placements
  • Develop training programs and support mechanisms for agents to ensure continued professional growth
  • Collaborate with recruitment and sales teams to understand placement dynamics and potential improvement areas

Qualifications

  • Bachelor's degree or equivalent professional experience

Required Skills

  • Proven experience in team management (1-5 years preferred)
  • Strong communication skills in English
  • Demonstrated ability to manage complex interpersonal relationships
  • Excellent problem-solving and conflict resolution skills
  • Proficiency in CRM and project management software
  • Ability to work in a fast-paced, dynamic environment
  • Strong organizational and analytical skills
  • Commitment to maintaining professional and ethical standards

Preferred Skills

  • Background in HR or recruitment
  • Experience working with remote/distributed teams
  • Previous experience in Latin American labor markets
  • Customer success or account management experience
  • Multilingual capabilities beyond English and Spanish
  • Advanced degree in business, psychology, or related field
Seniority level
  • Seniority levelNot Applicable
Employment type
  • Employment typeFull-time
Job function
  • Job functionSales, Human Resources, and Customer Service
  • IndustriesStaffing and Recruiting

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