Customer Retention Specialist

Há 7 dias

São Paulo, São Paulo, Brasil beBeeSuccess Tempo inteiro US$83.104 - US$114.416
Customer Success Manager Job Description

The role of a Customer Success Manager involves cultivating and maintaining strong relationships with clients to ensure they are satisfied with our platform and services. This position plays a pivotal part in driving customer engagement and success through proactive management and nurturing of client relationships.

Key Responsibilities:
  • Manage and maintain a portfolio of customers, focusing on high engagement and satisfaction levels.
  • Collaborate with the team to address and manage health cases assigned to this role.
  • Provide timely and effective solutions to customer inquiries and requests within the scope of customer success.
  • Conduct enablement sessions, product demos, and escalation calls to drive adoption and address challenges for customers.
  • Collaborate cross-functionally to resolve issues and ensure customer satisfaction by managing customer escalations.
  • Utilize data-driven insights to understand customer needs and preferences, advocating for their interests within the organization.
  • Identify opportunities for improvement and scalability in customer success processes, contributing ideas and solutions to enhance customer health.
  • Lead and participate in cross-functional projects aimed at improving customer engagement and satisfaction.
  • Serve as the primary point of contact for internal teams, addressing and prioritizing requests from Sales, Support, and other departments.
  • Work closely with the Sales team to ensure customer retention, particularly in churn-risk situations.
  • Collaborate with Product, Sales, Support, and Marketing teams to provide comprehensive support and maximize the value of our platform.
Requirements:
  • A minimum of 2 years' experience in a Customer Success, Account Manager or quota-carrying role, preferably in a SaaS or technology company.
  • A proven track record of managing multiple customer relationships and driving customer success initiatives.
  • Ability to effectively manage customer expectations and any conflicts that may arise.
  • Exceptional communication skills, both verbal and written.
  • Strong interpersonal skills with the ability to build rapport and trust with customers.
  • An analytical mindset with the ability to leverage data to drive insights and decision-making.
  • Cross-functional collaboration skills with experience working across departments to achieve common goals.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Strong organizational skills and attention to detail.
  • Passion for customer advocacy and commitment to delivering exceptional service.
  • Willingness to continuously learn and upskill to keep pace with product advancements and industry trends.

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