Lead Client Relationship Manager

Há 6 dias

Rio de Janeiro, Rio de Janeiro, Brasil beBeeCustomerSuccess Tempo inteiro US$98.765 - US$123.456
Head of Customer Advocacy

We are seeking a highly motivated and results-driven individual to assume the role of Head of Customer Advocacy. In this key leadership position, you will oversee a high-performing team, fostering strong relationships with our diverse portfolio of big-brand enterprise customers.

About the Opportunity

This is a strategic role that requires a customer-centric approach, leveraging innovative strategies to drive customer satisfaction, retention, and advocacy.

Key Responsibilities
  • Strategic Leadership: Develop a comprehensive customer success strategy aligned with business objectives, ensuring customer satisfaction, retention, and advocacy.
  • Team Management: Lead and inspire a team of customer success professionals, providing guidance, mentorship, and fostering a culture of continuous improvement.
  • Client Engagement: Collaborate closely with clients to understand their unique needs, challenges, and goals and ensure our solutions are effectively addressing and exceeding their expectations.
  • Product Advocacy: Champion the value of our solutions, acting as a liaison between customers and internal teams to drive product enhancements based on customer feedback.
  • Onboarding and Training: Oversee the onboarding process, ensuring clients are equipped with the knowledge and tools necessary for the successful adoption and utilization of our solutions.
  • Retention and Growth: Proactively identify opportunities for upselling, cross-selling, and expanding our footprint within existing client accounts while focusing on overall customer satisfaction.
  • Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure and optimize customer success efforts, providing regular reports to the executive team.

For this role, we seek a candidate with a proven track record in a customer success leadership position, ideally in B2B Enterprise SaaS industry. The ideal candidate should have a strong understanding of the Marketing and Media industry and the ability to navigate complex customer relationships. Exceptional leadership, communication, and interpersonal skills are essential. Demonstrated ability to build and maintain strong client relationships, especially with big brands, is required. A strategic thinker with the ability to develop and implement customer success initiatives and strong analytical skills with a data-driven approach to decision-making are also necessary.

The successful candidate will be responsible for driving customer success, developing strategic plans to meet customer needs, and improving overall customer satisfaction.

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