Customer Success Manager

2 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil ScrumLaunch Tempo inteiro

"ScrumLaunch is a Los Angeles based product innovation studio. We work with leading brands and high growth startups to design and build great products.

We specialize in web and mobile software applications that can scale to millions of users. Customer centric design and development is our DNA."

Requirements
:

  • 2+ years of experience in customer success or a related client-facing role.
  • Technical aptitude and ability to learn from documentation and using ChatGPT.
  • Experience with advanced CRM software like HubSpot or Salesforce.
  • Excellent written and oral communication skills.
  • High level of integrity and attention to detail.

Nice-to-Haves:

  • Familiarity with SaaS products and customer success best practices.
  • Any experience with API calls, webhooks, and/or low code tools.
  • Understanding of outbound sales software and processes.
  • Experience building lists, workflows, and reports in HubSpot or Salesforce.
  • History using HubSpot Service Hub for customer success and onboarding.

While you don't need to be a developer, you should be able to learn new software quickly and explain it in an easy-to-understand way to customers

Responsibilities
:

  • Conduct onboarding meetings via video call to ensure customers and agency partners can effectively use our product;
  • Manage ongoing relationships to increase engagement and reduce churn for both direct customers and agency partners;
  • Provide customer support through email, Slack, and Zoom, addressing inquiries and troubleshooting issues;
  • Create customer-facing support documentation and self-service resources;
  • Work with internal teams and external partners to address platform issues and track incidents;
  • Identify opportunities for product improvements, including creating tickets for our engineering team, based on customer and partner feedback.

* Please note that the hiring process includes a test assignment.

Language proficiency:

  • English – Advanced (C1)

We offer:

  • Opportunity to grow as an expert;
  • Flexible working conditions;
  • 12 days of paid vacation;
  • 5 sick days and off days;
  • Friendly and open-minded team;
  • English classes
  • Access to psychologist support for mental well-being.

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