Client Success Manager
2 semanas atrás
About Us:
viaPeople is a performance management software company dedicated to helping organizations drive engagement, development, and results through thoughtful and effective technology. We are seeking a Client Success Representative based in LATAM with strong English communication skills and a proven ability to manage new product implementations.
Role Overview:
The Implementation Consultant will own the end-to-end client implementation process for viaPeople's performance management platform. This role requires a proactive, consultative, and detail-oriented professional who can guide clients through a seamless onboarding experience, collaborate across internal teams, and ensure long-term client success and retention.
Key Responsibilities:
- Manage clients through the full implementation cycle of our performance management software with a consultative, proactive approach.
- Partner with implementation development, QA, sales, and marketing teams to ensure a smooth transition from contract signing to live product use.
- Own the client experience by following our proven process map and proactive outreach workflows.
- Monitor client health using weekly scorecards, NPS scores, and health dashboards.
- Oversee parallel client projects, ensuring all milestones and deadlines are met.
- Create and manage implementation tickets in our ticketing system.
- Consult with clients to capture requirements and translate them into actionable project plans.
- Respond to client inquiries through Front, phone, email, and live chat promptly and professionally.
- Lead client meetings, including kickoffs, project updates, and milestone reviews, while driving agendas and capturing action items.
- Configure and administer the viaPeople platform to meet client-specific needs.
- Develop client-facing documentation, setup drafts, and training resources.
- Provide backup support to team members when needed.
- Embody and promote corporate values: Driven, Trustworthy, Growth Mindset, Solutions-Oriented, and Customer-Centered.
Success Metrics:
- 100% on-time, QA-approved client test drives and launches.
- Strong client satisfaction as measured by NPS and retention rates.
Qualifications:
- Based in LATAM with strong written and verbal English skills.
- 3+ years of experience in client success, implementation consulting, or software onboarding.
- Proven ability to manage multiple projects and deadlines in parallel.
- Strong problem-solving and consultative skills, with a customer-first mindset.
- Experience with project management or collaboration tools (e.g., Wrike, Jira, Asana, or similar).
- Technical aptitude with SaaS platforms and the ability to translate client requirements into configuration and setup.
- Excellent communication and relationship management skills.
- Ability to thrive in a remote, fast-paced, and collaborative environment.
Why Join Us?
- Opportunity to work with a mission-driven company transforming performance management.
- Collaborative, values-driven culture with strong focus on growth and innovation.
- Remote-first role with flexibility and global exposure.
- Professional development opportunities and career growth pathways.
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