Customer Success Specialist BR

3 semanas atrás

Brasil Reservamos Tempo inteiro

About Reservamos:

We believe that technology is revolutionizing travel for the better. Back in 2014 at MIT, we decided to start our Company journey by focusing on bus travel. Why bus? easy, the bus sector is the largest mode of transportation in the Americas. Passenger volume is estimated at over 10Bn passengers per year, 13x that of air sector volume. Yet only 10% of this is sold online today. We believe it is just a matter of time for online bookings to represent 50%+ of all ticket sales.

We are a full-stack company focused on creating the best online experience to book bus and flight tickets. Our allies include renowned brands such as Greyhound, Primera Plus, ETN, among others.

Our motto is simple "Be creative, take ownership and be a team player"

About this role:

Main responsibilities 

To manage the needs and evolution of a portfolio of existing Reservamos SaaS clients in Latam, ensuring success, revenue retention and growth (Account Manager role). Basically, this implies:

  • This is a top-level management position that is fully accountable for the results of the Customer Success team
  • The Customer Success Specialist will be responsible for ensuring operational excellence, in alignment with the vision and direction of the leadership team. 
  • This role requires both strong operational skill, Customer Obsession, and ability to drive results. The position reports to the Head of Customer Success. 
  • As Customer Success Specialist, you will help to nurture customer relationships sharing best practices and experience with the Product management team and participating actively in ongoing initiatives.
  • Be aware of new technologies and bus industry trends.
  • Establish and nurture strong executive sponsorship and manage the relationships with a portfolio of clients: senior executives within multinationals but also mid-sized companies. You will do business with CEOs, board members and management teams.
  • Monitor business & usage KPIs , training needs and clients suggestions; Manage requests for changes and incident escalation.
  • To create excellent first-time user experiences leading the onboarding of new customers, training them and providing support to the change management that facilitates the adoption of Reservamos SaaS. Basically, this implies:
  • Be a Reservamos SaaS portfolio expert and gain a good understanding of the Reservamos SaaS Governance Suite use cases.
  • Spearhead, create and drive a full project implementation plan per each customer you onboard.

Skills and experience required

  • 4+ years driving performance management, experience in data analysis required; identifying trends; ability to translate data and trends into a vision, strategy and tactical plans.
  • Strong commitment to exceptional customer experience.
  • High level of dedication, enthusiasm, motivation, and exceptional influencing ability and leadership skills in a cross-functional environment.
  • High attention to details, proactive and self-starter.
  • Extensive experience in process improvement 
  • Experience building and analyzing data models using various statistical tools for forecasting and optimization.
  • Excellent communication (speaking-listening-writing) skills; ability to communicate in a variety of formats and in English and Spanish.
  • Ability to work successfully in a dynamic, ambiguous environment; and meet tight deadlines and prioritize workloads.
  • Advanced Excel skills.
  • Cross-group collaboration, resource orchestration, analytical capabilities and attention to detail required.
  • You must be focused on results, and have a strong desire to learn and become a functional expert of several products, great adaptability, flexibility, autonomy and strength of proposal.
  • Responsible for customer support tasks and provide excellent customer service to clients and offer the best service level agreements among tech support teams.
  • Experience with companies operating in Brazil, fluent in Portuguese and spanish is a must

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