Regional Manager, Client Success

1 semana atrás

Belo Horizonte Remote, Brasil Symplicity Tempo inteiro R$12.000 - R$180.000 por ano
Symplicity is a global leader in employability solutions for higher education institutions. Our mission is to transform the student experience through innovative technology that connects learners with meaningful career opportunities. With a rapidly expanding international footprint, we are growing our operations in Brazil and seeking a talented Regional Manager, Client Success to lead our local team. This role is critical to ensuring exceptional customer satisfaction, long-term retention, and strategic growth across our client base. As the Regional Manager, you will oversee the Brazil-based Client Success and Implementation teams, driving excellence in service delivery and relationship management. You will play a key role in building lasting partnerships, identifying upsell and cross-sell opportunities, and maximizing the value of Symplicity's solutions for our clients. You will be responsible for developing and executing client success strategies aligned with global objectives, managing escalations, supporting contract renewals, and collaborating with cross-functional teams to continuously improve our services. Your leadership will directly impact client outcomes and contribute to the overall success of Symplicity in the region. Essential Duties / Responsibilities:
  • Develop and implement strategies and frameworks for the client success operation, aligning with the company's overall goals and objectives;
  • Manage the client portfolio for the regions, seeking a net client retention of above 100%;
  • Manage the successful implementation of all new clients within budget and timelines;
  • Build and lead a high-performing client management team, providing guidance, support, and mentorship to ensure exceptional service delivery;
  • Establish and maintain strong relationships with key stakeholders, including executives, sales regional and executives, decision-makers, and influencers within client organizations;
  • Serve as the primary point of contact for escalated client issues, working collaboratively with cross-functional teams to resolve challenges and increase satisfaction of clients in distress;
  • Help the team renew and renegotiate contracts when needed;
  • Analyze client usage data and performance metrics to track progress, identify trends, and proactively address any issues or opportunities with the team;
  • Work together with sales to identify and direct opportunities for upselling and cross-selling within the existing clients;
  • Identify marketing material based on clients business cases and intermediate contacts for marketing campaigns and referrals from clients;
  • Collaborate with product and other teams to identify product enhancements based on client feedback and needs;
  • Collaborate with other regions to identify and replicate best practices around the world;
  • Undertake internal projects for continuous improvement and innovation of the client management operation;
  • Utilize current technology (Churn-Zero) provide tracking, reporting and process consistent with all over regions.
  • Develop and deliver regular reports to senior leadership, providing status, insights and recommendations to drive and grow the business, and gather directions on difficult situations.
  • Other duties as assigned.
Requirements:
  • Bachelor's degree in business, marketing, technology, or a related field; MBA or advanced degree preferred;
  • Proven track record of success in client management, account management, or client success roles, preferable in the tech or high education industries;
  • Advanced Portuguese, and English for interacting with customers in Brazil and Latin America and with the Symplicity team and senior leadership.
  • Preferred location: Belo Horizonte and surrounding areas
  • Availability to travel: 1–2 times per month
Soft Skills Required:
  • Strategic thinker with a results-oriented mindset and a passion for driving customer satisfaction, managing their expectations and improving retention;
  • Strong leadership and team management skills, with the ability to inspire and motivate a diverse team to achieve common goals;
  • Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of the organization, managing change within the clients and internally;
  • Ability to work in collaboration with different areas to achieve better results for the regions as a whole;
  • Holistic view of the business and our solutions, understanding the impact of specific decisions in a broader scenario;
  • Analytical and critical mindset in order to take conclusions and drive directions with limited information, with the ability to interpret data, draw insights, and make data-driven decisions;
  • High level of organization, with the ability to prioritize and manage multiple projects simultaneously;
  • Resilience to work under pressure balancing both the client's and the company's needs and goals.
Symplicity serves thousands of higher-education institutions, government agencies and businesses of all shapes and sizes. Our solutions have helped more than 41 million students, staff, employers, and government constituents worldwide. We're committed to empowering our clients with innovative, easy to-use solutions that enable them to streamline processes, improve outcomes, and cultivate positive relationships with their students, customers, and communities. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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