Customer Success Manager
4 semanas atrás
SOBRE O NOSSO TIME DE CUSTOMER SUCCESS:
Você fará parte de uma área estratégica e fundamental no acompanhamento e cuidado de toda jornada dos clientes na Matera. É um time de especialistas, que trabalha em bastante sinergia, cooperação e parceria com os stakeholders das demais áreas.
O QUE ESPERAMOS DE VOCÊ?
Manter o mapeamento dos Stackholders do cliente. Realizar EBRs com clientes demonstrando valor alcançado. Criar e acompanhar os planos de sucesso;
Evolução do cliente - garantir a prevenção de Churn, retenção e crescimento (upsell e cross-sell);
Coletar feedbacks dos clientes e repassar as informações internamente;
Monitorar KPIs da saúde do cliente - montar ações proativas para melhoria do Sense Score e NPS;
Jornada do cliente - conhecer o uso da Matera pelo cliente e ter conhecimento do negócio do mercado que está inserido, para dar sugestões e reorientar para o melhor uso da plataforma.
PARA SE JUNTAR A ESSA MISSÃO VOCÊ PRECISA TER:
Ensino Superior Completo;
Conhecimento do mercado financeiro;
Conhecimento em Customer Success;
Boa capacidade de planejamento e organização de atividades;
Excelente comunicação interpessoal. Paciência, Resiliência e Empatia.
Proatividade e vontade de aprender;
Capacidade analítica para tomada de decisões;
Boa habilidade para negociação e capacidade de influenciar pessoas; Capacidade de receber feedbacks e melhorar constantemente.
Disponibilidade para viagens eventuais para maior proximidade com nossos clientes;
Inglês Intermediário / Avançado
Conhecimentos em metodologias de NPS.
SERIA MUITO LEGAL SE VOCÊ TIVESSE:
Conhecimento de negócio Cash Management;
Certificação em CSM;
Ter trabalhado com a plataforma da Matera
Modelo de trabalho: Hibrido - 2x por semana em São Paulo ou Campinas.
Responsável pelo processo: Tabata Tiburtino
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