Customer Success Manager

1 dia atrás

Sao Paulo, Brasil Ascential Tempo inteiro

**Role overview**:**Responsible for creating the Customer Success area within Intellibrand. This dynamic role will be responsible for manage and execute the design, development, and deployment of the customer onboarding and educational/training processes. This leader will also be responsible for delivering results related to retention, adoption, client’s education, and activation of client's contract. Also responsible for managing 2 leads and 2 analysts.**:**Key accountabilities**:

- Drive a best-in-class experience with customers throughout their journey with Intellibrand services (from onboarding, through pilot, go live, and training/education).
- Define all processes and KPIs of the Customer Success department.
- Define the SLA of the Customer Success department.
- Ensure the agile, timely and successful delivery of our solutions according to customer needs and objectives (SLA).
- Develop and deploy the customers training programs.
- Developed quality assurance programs for configuration specialists.
- Define and control onboarding schedules and processes for new and actual clients.
- Interact and collaborate with sales (50% of the time), technology (back-end and front-end), and account management.
- Work closely with the New Business team to provide expertise and consultancy on our products, give the prospect a full understanding of the product and its capabilities
- Lead all internal trainings on product upgrades, new releases, and enhancements, provide the team with the latest platform updates on a regular basis.
- Define a process of delivering enhancement requests to Product and Technology teams, to enhance the value of our offering to customers.
- Follow up on current and recently won clients with the KAM, to ensure that every single user understands the value of the product they have invested and build relationships with clients and internal stakeholders to grow and retain new contracts.
- Monitor the objectives and metrics related to the client's success.

**This list is not exhaustive and there may be other activities you are required to deliver.**:**Skills, experience & qualifications required**:

- 3+ years professional experience in Management, SaaS, Onboarding and Customer Success.
- Fluent English and fluent Spanish.
- Tech-savviness; able to connect technical understanding of product with customer needs.
- Strong leader with ability to drive tangible results and measured value with business partners.
- Superior communications, presentation and interpersonal skills.
- Analytical with data and reporting skillset, with a focus on measuring performance against KPIs.
- Brings knowledge and best-practices of customer success methods and processes.
- Highly organized and able to multi-task
- Strong persuasion skills.
- Self-driven and very proactive
- Tons of energy, passion, and enthusiasm.

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