Customer Success Manager 2

Job Type: Contractor/Full-time

Location: Guadalajara, Jalisco or Chihuahua, Chihuahua (Hybrid)

About Ottimate

Ottimate is an AI-powered AP [Accounts Payable] automation platform that empowers finance teams to reduce costs, prevent overpayments, detect fraud, and enforce policy compliance across the entire invoice-to-payment lifecycle.

Key Responsibilities

- Relationship Management: Manage a portfolio of strategic Mid-Market customer accounts, building and maintaining strong, multi-threaded relationships with key stakeholders, including C-level executives, finance teams, and operations teams.
- Revenue Growth: Develop and execute account plans and strategies to drive revenue growth and achieve sales targets. Identify and close upsell and cross-sell opportunities within existing customer accounts, effectively persuading and influencing customers through the presentation and sale of complex solutions.
- Strategic Thinking and Analytics: Utilize analytical skills to analyze customer usage and engagement, identify trends, and derive insights to drive strategic decisions that enhance business outcomes and customer success.
- Client Advocacy: Act as an advocate for clients within the organization, conveying their feedback, needs, and concerns to relevant teams. Leverage customer feedback and insights to drive improvements in products, services, or processes, aiming to reduce churn and increase customer satisfaction.
- Cross-Functional Collaboration: Collaborate with internal teams, including Sales, Customer Success, Marketing, Finance/Billing, and Product, to ensure customer satisfaction and resolve any issues or challenges.
- Business Reviews: Manage regular business reviews with customers to review performance, measure client value, identify opportunities for improvement, and present new products or features. Maintain a proactive and flexible approach to customer touch points.
- Operational Excellence & Strategic Solutions: Handle multiple accounts and tasks effectively, ensuring project milestones and goals are met, while tackling challenges head-on and implementing effective solutions to achieve business goals.
- Account-Based Marketing: Collaborate with the marketing team to develop and implement account-based marketing strategies to drive customer engagement and retention.

Requirements

- 2-4 years of Customer Success experience, ideally in a FinTech software/SaaS with Mid-Market clients and owning a $1M+ portfolio
- Conversationally fluent/advanced in English as this role has a large amount of direct customer engagement. (C1/2 on the CEFR Scale)
- Strong commitment to customer success, focusing on long-term relationships and delivering value-added solutions.
- Proven ability to independently manage diverse accounts, prioritize tasks, and balance multiple priorities in dynamic environments.
- Consistent track record in executing strategic routines to drive business outcomes and maintain proactive customer engagement.
- Excellent communication and interpersonal skills, fostering collaboration.
- Proficiency in project management, strategic thinking, analytics, and negotiation.
- Experience with CRM software (e.g., Salesforce) and other sales tools for effective customer interaction management. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to utilize data analytics to inform decisions and enhance customer success strategies.
- Effective problem-solving skills, ensuring timely resolution of customer issues.
- Ability to lead cross-functional engagements to achieve business goals and enhance customer outcomes.
- Familiarity with financial and accounting concepts; experience in restaurant or hospitality industry beneficial.
- Ability to explain Ottimate's technical products to customers.
- Demonstrated empathy and emotional intelligence.
- Proactive in seeking personal and professional growth, staying updated with industry trends and best practices.
- Adaptable to changing business needs, overcoming challenges in fast-paced environments.
- Ability to travel as required