Customer Success Manager

hace 2 semanas

Monterrey, México Vivo Consulting A tiempo completo

VIVO offers excellent benefits and vibrant corporate culture. In addition to being recognized as a Procurement leader, Vivo has won numerous accolades in the Ariba and SAP Industry, including several “Services Partner of the Year” awards.

**Job Description Overview**

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are active accounts with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

**Duties and Responsibilities**
- Establish clear retention goals and process milestones for the client and employees to work toward
- Assist customers as needed with setting up and navigating programs or software associated with a product or service
- Experience working to promote the value of the product and upsell services and products with brand image and promoting value through customer experience
- Assist in creating training courses and educational materials for other members of the department
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Promote an energetic fan base for products and locate brand ambassadors to share the product's benefits and value
- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
- Optimize existing processes within the company and actively enhance all Customer Success initiatives

**Qualifications for Customer Success**
- 3-5 years of experience in customer service or customer success position is strongly preferred
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- SAP ISBN Technical skills required, as they relate for the use of the product to service to be sold
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Experience analyzing and optimizing the existing processes in the Customer Success department
- Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Excellent presentation and communication skills and fluency in written and spoken Spanish and English

**Here’s What to Expect**:

- Entrepreneurship at work
- Highly competitive pay and outstanding benefits and bonus structure
- Work in conjunction with high-caliber SAP professionals
- World-class benefits that start on day one
- Health Insurance
- A fun and collaborative environment

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