Customer Success Manager- Latam

3 semanas atrás

Sao Paulo, Brasil WebEngage Tempo inteiro

**About Us**:

- WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the
- ** hottest global SaaS companies**, we’ve been recognized by G2 as a
- **Marketing Automation Leader in Asia 2021.**
- The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.
- We are headquartered in
- **Mumbai**,
- **India,** and have offices in
- **Delhi**,
- **Bangalore**,
- ** São Paulo,** and
- **Dubai**. We work with thousands of brands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.
- Is your goal to build relationships based on trust which result in happy, passionate, loyal customers and colleagues?
- We are looking for people with the right mix of compassion, communication skills, and technical knowledge to get the job done.
- Keen to know more on how you could contribute?
Exemplifies a hands-on approach to project management by managing multiple clients, cross teams and tasks with flawless delivery
- Owns the client onboarding process and Conduct usage and adoption reviews, and proactively suggest solutions to common customer challenges
- Empathize with every aspect of the customer experience, putting customers' needs first
- Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction and loyalty
- Continually identify and develop new uses for WebEngage that drive adoption and that align to customer business needs and marketing goals
- Proactively spot and correct any issues that could affect customer satisfaction or retention
- Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
- Be responsible for upselling and renewals, and increase the revenue per customer
- Implement and optimise cross-channel retention campaigns for the customers
- Help drive customer references and case studies, and produce reports and presentations to explain insights and results to marketing professionals
- Provide strong account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business

**Job Requirement**:

- 4-6 years of experience; at least 2+ years relevant work experience in a customer-facing role (customer success or account management). SaaS experiences a benefit
- Bachelor’s degree in IT/Computer Science. A Masters degree in Business Administration would be preferred
- Comfortable holding others accountable to tasks and deadlines
- Meets and adheres to Service Level Agreement standards on a consistent basis
- Skilled negotiator, who acts as a cross team liaison
- Communicates technical issues to a non-technical audience
- Fosters collaboration with Engineering, Product, Sales, Tech, and Customer Success
- Excellent documenter
- Excellent personal presentation and communication skills & strong client servicing skills.
- Experience in Digital Marketing products will be an added advantage

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