Customer Success Manager
2 semanas atrás
Estamos contratando um
Customer Success Manager (CSM)
para liderar a equipe de Customer Success e garantir que nossos clientes alcancem o máximo valor de nossas soluções. Esse profissional será responsável pela gestão das equipes de Onboarding, Ongoing e Suporte, com foco em processos, métricas e estratégias voltadas para o sucesso dos nossos clientes.
Quer fazer parte da Spark e desbravar todo o potencial do Marketing de Influência?
Main responsibilities
Liderar a equipe de Customer Success, desdobrando metas e objetivos, fornecendo orientação, treinamento e acompanhando o desempenho de seus liderados;
Realizar reuniões diárias e 1:1s para acompanhamento de performance e desenvolvimento de liderados;
Apoiar no desenvolvimento de planos de desenvolvimento individual (PDIs) para os membros da equipe;
Analisar métricas como NPS, Health Score e taxas de churn, identificando oportunidades de melhoria e ações necessárias;
Construir e garantir a adoção de processos/playbooks de Customer Success pela equipe;
Atuar ativamente em gestão de crise com clientes, propondo e executando planos de ação;
Garantir atualização contínua do pipeline com informações detalhadas sobre cada cliente;
Participar de reuniões e treinamentos junto ao time;
Auxiliar em estratégias de upsell e cross-sell, alinhadas aos objetivos da empresa;
Colaborar com as equipes de marketing, vendas, financeiro e produto para garantir alinhamento estratégico;
Promover a cultura
customer centric , colocando o cliente como prioridade;
Fornecer relatórios regulares à gestão com análises de desempenho e recomendações.
Requirements and skills
Experiência comprovada em Customer Success, preferencialmente em empresas SaaS ou de tecnologia.
Conhecimento de ferramentas de CS (KPIs da área, pipeline de CS, etc.);
Conhecimento de métricas de atendimento e satisfação clientes (CSAT, NPS, healthscore, outros);
Habilidades de liderança para motivar e inspirar a equipe.
Excelentes habilidades de comunicação verbal e escrita, com capacidade de se relacionar com clientes e stakeholders em todos os níveis hierárquicos.
Experiência em análise de dados e tomada de decisões estratégicas baseadas em métricas.
Perfil orientado para resultados, proativo, com senso de urgência e adaptável a ambientes dinâmicos.
Inglês Avançado.
Diferenciais:
Experiência com estratégias de marketing de influência e/ou empresas desse segmento.
Additional information
Nosso pacote de benefícios:
Convênio Médico e Odontológico
Auxílio Alimentação
Auxílio Internet
Auxílio Celular
Auxílio Creche
Auxílio Transporte
Seguro de Vida
Bônus por Resultado
Gympass
Desconto em Instituições de Ensino Parceiras
Day Off de Aniversário
Sobre a Spark House:
Fretado da estação Vila Madalena para Spark House
Modelo híbrido ou remoto de trabalho
Aqui na Spark valorizamos cada pessoa e sua singularidade e oferecemos um ambiente que respeita as diferenças, diversidades e individualidades. Aqui damos espaço para que você possa ser você mesmo.
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