Customer Success Manager

2 semanas atrás

Sao Paulo, Brasil Translation Cloud Tempo inteiro

Translation Cloud (an New York City, NY, USA based company) is looking for an engaging, enthusiastic, and dedicated Customer Success Manager. This role is fully remote in the Philippines and will require working remotely with other team members.

**About the Product & Company**

Translation Cloud is the fastest-growing Language Service Provider (LSP) in the industry, with over one million users worldwide. Our products are used by many global 2000 and Fortune 500 companies and world-leading public sector organizations. We are currently expanding our team as we grow and improve Translation Cloud.

**Responsibilities**
- Onboard every new customers/partner and manage multiple customer/partner accounts including the existing ones that may get assigned to you.
- Regularly manage renewals related to the customer/partner accounts that you handle.
- Maintain regular customer engagement with a focus on customer satisfaction, loyalty and retention.
- Proactively spot and correct any issues that could affect customer satisfaction, loyalty and retention.
- Empathize with every aspect of the customer experience, putting customers’ needs first while building long-term relationship.
- Proactively engage and escalate as needed to ensure customer needs and issues are addressed.
- Collaborate cross departmentally within Translation Cloud to communicate customer feedback related to products & services.
- Offer short demos or trainings to help drive product adoption.
- Help drive customer reviews, Net Promoter Score (NPS), customer references, customer referrals, case studies and other KYC (Know Your Customer) campaigns.

**Qualification**
- Engaging with customers, team members and the rest of the company.
- Methodical - have/follow a cadence/process; able to evaluate cadence/process periodically for effectiveness, tweak and repeat.
- Deliberate - have a clear objective for an action; able to communicate simply and clearly; have a clear target/goals.
- Relevant work experience (at least 2 years) in a customer success manager role.
- Strong analytical and problem-solving skills.
- Ability to work self-sufficiently with limited direction in a fast-paced environment.
- Ability to adapt to changes in roles and responsibilities.
- Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
- Ability and courage to deliver difficult messages to customers backed with data, experience, and a solution-oriented perspective.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Fluent written and spoken English is mandatory
- Previous experience working with Content Collaboration Platform or SaaS products is a plus.

**We Offer**
- A globally distributed team of passionate people committed to personal growth and development of our products
- Dedicated time for training and education opportunities
- A mentorship model wherein your mentor and team support your development
- A competitive salary with an annual bonus
- Full-time, fully remote work

**Salary**: From R$86.00 per hour

**Language**:

- English (required)

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