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Software Customer Success Manager

hace 1 mes

Monterrey, Nuevo León, México Wiser Solutions A tiempo completo

**Job Title:** Software Customer Success Manager

**Job Summary:** We are seeking a highly motivated and experienced Software Customer Success Manager to join our team at Wiser Solutions. As a key member of our Go-To-Market business team, you will be responsible for scoping, communicating, and project managing customer deliverables, serving as the primary contact for on-boarding, training, and day-to-day needs for your customer group, and advocating for all assigned customers by understanding their business and leveraging Wiser's solutions to help them grow.

**Key Responsibilities:**

  • Scoping, communicating, and project managing customer deliverables
  • Serving as the primary contact for on-boarding, training, and day-to-day needs for your customer group
  • Be an advocate for all assigned customers by understanding their business and leveraging Wiser's solutions to help them grow
  • Capturing, documenting, quantifying, and communicating customer feedback and risk to the Sales, Marketing, Product, Operations, and Leadership teams
  • Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams
  • Analyzing customer behavior inside and outside of our solutions in order to take action to improve customer engagement and retention
  • Leading frequent customer meetings and quarterly business reviews bolstered by proactively sourced data-driven analysis
  • Working with customers and internal sales teams to grow (upsell and cross-sell) accounts, negotiating customer contracts and renewals, and collaborating with management to create corresponding amendments and statements of work
  • Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams

**Requirements:**

  • Advanced English
  • 2-4 years of customer success manager or similar experience
  • 2-4 years of professional experience in a role that blends customer focus and analytics
  • Technical aptitude, and intermediate or higher experience with Microsoft Excel, PowerPoint, and Salesforce CRM
  • Strong analytical mindset and ability to think 'outside the box'
  • Retail industry knowledge preferred
  • Strong customer orientation and sense of empathy (prior customer service positions are a plus)
  • Ability to communicate clearly and effectively (cross-team or customer communication experience is a plus)
  • Business acumen and strategic thinking
  • Strong follow-through, organizational abilities, and time management skills
  • High degree of attention to detail and self-accountability
  • Demonstrated ability to manage multiple large responsibilities simultaneously
  • Can-do, positive, and team-oriented attitude

**Benefits:**

  • Base salary + attractive commissions
  • Remote work
  • Benefits of the law
  • Health and Life insurance

**EEO Statement:** Wiser Solutions, Inc. is an Equal Opportunity Employer and prohibits Discrimination, Harassment, and Retaliation of any kind. Wiser Solutions, Inc. is committed to the principle of equal employment opportunity for all employees and applicants, providing a work environment free of discrimination, harassment, and retaliation. All employment decisions at Wiser Solutions, Inc. are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, national origin, family or parental status, disability, genetics, age, sexual orientation, veteran status, or any other status protected by the state, federal, or local law. Wiser Solutions, Inc. will not tolerate discrimination, harassment, or retaliation based on any of these characteristics.