Enterprise CS Specialist

hace 2 semanas


Ciudad de México, Ciudad de México InEvent A tiempo completo
About the Role

We are seeking a highly skilled and experienced Enterprise CS Specialist to join our team at InEvent. As a key member of our Customer Success department, you will play a critical role in overseeing the entire lifecycle of technical projects and leading our Enterprise CS team.

Key Responsibilities
  • Project Management: Plan, execute, and conclude projects efficiently, defining their scope, establishing timelines, and managing resources to ensure successful project delivery within a specified budget and timeframe.
  • Account Management: Manage a portfolio of high-value enterprise accounts, building strong, long-lasting relationships with key stakeholders at client companies.
  • Customer Success: Proactively identify customer needs, challenges, upsell, and cross-sell opportunities, developing and implementing strategic account plans to drive adoption, retention, and growth.
  • Onboarding and Implementation: Manage customer onboarding and ensure successful product implementation, tracking and reporting on key customer success metrics.
  • Subject Matter Expertise: Serve as a subject matter expert for complex client inquiries and escalations, providing advanced troubleshooting and problem-solving skills.
  • Collaboration and Communication: Collaborate with the product development team to provide feedback on client needs and help prioritize feature enhancements and product roadmap decisions.
  • Data Analysis: Analyze data and metrics related to customer satisfaction, usage patterns, and churn rates to identify trends and opportunities for improvement.
  • Strategic Planning: Participate in strategic planning sessions to help define the overall direction and goals of the Customer Success department.
  • Relationship Building: Cultivate strong relationships with key stakeholders at client organizations, including executives, to ensure alignment on objectives and maximize value realization from the InEvent platform.
  • Performance Metrics: Conduct regular business reviews, discussing upcoming initiatives, and identifying areas for expansion or optimization.
  • Industry Knowledge: Stay informed about industry trends, best practices, and competitor offerings to inform strategic decision-making and provide thought leadership to clients.
  • Team Collaboration: Act as a liaison between the Customer Success team and other departments within the organization, ensuring alignment and collaboration on customer initiatives.
Requirements
  • Experience: 4+ years of experience in a Customer Success or Account Management position is a must.
  • Communication Skills: Exceptional ability to communicate/present and foster positive business relationships.
  • Technical Skills: Experience with delivery of training or live customer support, technical skills are a must, HTML and CSS or any programming knowledge is a plus.
  • Accountability and Organization: Accountability and personal organization are essential.
  • Customer Understanding: Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
  • Problem-Solving: Problem solver by nature.
  • Adaptability: Be a fast learner and resilient.
  • Travel Requirements: Availability to travel and work in the U.S., periodic visits to client offices may be required for training and implementations, anticipated to range from 10-20% of the time.
Perks
  • Global Health Insurance: Including $0 deductible and outpatient.
  • Paid Time Off (PTO).
  • Annual Summits.
  • Birthday Gift and Work Anniversary Gifts.

Contract: This is a Permanent, Full-time position (40hrs per week).


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