Customer Success
Há 1 mês
O que grandes indústrias como Ambev, Unilever, Klabin, Shell e Vale têm em comum? Todas elas hoje respiram inovação e somos os principais responsáveis por essa revolução
Gostamos de dizer que já ganhamos o mundo. Isso porque somos uma empresa mineira, com mais ou menos 18 anos de mercado, e já temos presença em 25 países e escritórios em todos os cantos do globo (Brasil, EUA, China, Bélgica e Austrália)
Contamos com times multidisciplinares - entre DevOps, POs, Designers e QAs de Automação - Metodologias Ágeis na veia Tudo para garantir inovação e pioneirismo para as soluções SAP dos nossos parceiros
/nObjectives for the role
- Drive product adoption post-implementation, enabling expected ROI attainment for the customer.
- Set, monitor and achieve measurable outcomes and KPIs set with the customer (success criteria) related to customer value realization and mutual success.
- Become a trusted, strategic advisor for your customers, willing to dig deep and learn about the direction of their company, goals, and how Sigga can help them achieve them.
- Be the internal voice of the customer and work cross-functionally within Sigga Technologies to escalate risks and present recommendations & solutions.
What you’ll do
- Trusted Advisor – Build great customer relationships and set customers up for success by:
- Understanding goals, strategies, & initiatives and establishing Sigga Technologies as the best-in-class workflow
- Build trusted relationships with users and leaders to help them achieve their personal and organizational goals
- Recommending best practices based on understanding customer’s business goals, success criteria for getting value
- Maintain customer health by developing and executing customer success plans that reflect a holistic path for customers to achieve ROI
- Outcomes and Risk Management:
- Drive adoption of Sigga Technologies’ products to enable customers to achieve business value and critical outcomes
- Measure and monitor KPIs to draw insights and execute actions
- Own customer lifecycle experience including renewal conversations and exceed cross-sell revenue retention goals
- Partner with Account manager and share growth opportunities
- Stay current on Sigga Technologies’ products and services and develop use cases to drive customers to adopt best practice standards.
- Proactively manage at-risk customers and develop success plans, prevent churn and reduce unnecessary escalations.
- Expand CSPs to include additional outcomes as customer needs evolve
- Collaborate with Sales and Marketing to develop customer case studies
- Build and document new CS processes and procedures including playbooks, process outlines, best practices, engagement strategies, etc.
What we’re looking for
- Enthusiasm for customer success and excellence, especially within the SaaS space
- Willingness to learn, collaborative, growth mindset, goal oriented comfortable with ambiguity / changing priorities as part of the start-up culture
- Proven record of delivering effortless customer experience, and customer-centric internal communications
- Experience collaborating with cross-functional teams to support joint outcomes through customer lifecycles
- Demonstrated ability to communicate effectively via oral & written formats: PowerPoint and Excel skills are a must, especially with multiple stakeholders/personas
- Demonstrated creation of data-driven customer action plan strategies
Required Skills/Abilities
- Excellent written and verbal communication skills
- Excellent time management skills, managing work time responsibly and efficiently
- Escalation and conflict management skills
- Ability to be highly collaborative with internal and external teams
- Independent, critical thinker/problem-resolution skills
- High accountability to outcomes
- 5+ years of experience in direct customer engagement roles
- 3+ years of SAP experience
- Strong verbal and written English
Preferred Skills/Abilities
- 5+ years of account management, customer success, or managed services
- CRM experience, managing expansion opportunities and customer relationship mapping
- 3+ years of SAP PM and/or EAM experience
- Microsoft Office/O365 experience
Education and Experience
- Bachelor’s degree (B. A.) in a related field or equivalent combination of education and experience.
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