Customer Success Specialist
hace 12 horas
{"About us": "Fairplay is a technology-based financing platform that empowers entrepreneurs to grow their businesses with flexible, fast, and friendly products. Our vision is to create innovative financial and technological solutions that accelerate entrepreneurs' competitive capabilities. We aim to provide access to growth capital for thousands of SMEs in Latin America, becoming the primary source of financing and business intelligence for the region's fastest-growing sectors.", "About the role": "We are seeking a Customer Success Executive who will be responsible for ensuring the success of our clients. This involves working closely with them, accompanying them throughout their customer journey, and building a strong, trusting relationship to understand their objectives and strategies.", "Responsibilities": "
\tManage client contracts and relationships.
\tBecome a trusted advisor, providing clear communication and timely deliveries to establish a secure partnership.
\tEstablish a relationship of trust with the client, ensuring they feel comfortable approaching their CSE at any time of uncertainty.
\tPrepare customized success plans for each client based on data, product, company type, and current situation to set objectives that drive client success.
\tAnalyze client KPIs monthly, understanding the analysis and making informed decisions when necessary.
\tUse project management techniques to implement effective plans and ensure client success.
\tResponsible for client 'Fairplay Happiness'.
\tProvide expert advice to clients and respond to their queries.
\tBecome an expert in various industries.
\tEnsure a deep understanding of the client's environment, business objectives, and financing investment objectives.
\tPerform in-depth analysis and complete understanding of client and contract performance.
\tImplement best practices when issues arise, recommending ideal solutions for client success.
\tTake action on various customer and/or contract behaviors.
\tCreate materials and guides, such as presentations, for effective client coaching.
\tInvest time in personal training to achieve expertise in the necessary areas with clients.
\tCollect effective feedback from customers about their experience with the product or service to identify business opportunities.", "Requirements": "
\tManage all types of contracts and clients.
\tTake on responsibilities that come with larger contracts and clients.
\tGreater accountability in client management and client portfolio.
\tMust have autonomy in problem-solving.
\tMaster KPI analysis.
\tKnow how to oversee complex conversations with clients.
\tBe able to identify problems and opportunities in time for any type of customer industry and the market.
\tBe able to manage any type of calls with clients independently.
\tBe able to make rational decisions.
\tHave sufficient product and internal processes knowledge.
\tBe highly proactive to successfully perform executive tasks and follow up with clients.
\tHave complete knowledge of clients, strategies, industry, business objectives, and operational performance.
\tHigher data analysis skills.
\tBe curious and able to identify opportunities for the area and the company.
\tBe empathetic and proactive.", "Additional Requirements": "
\tLanguages: Advanced English
\tExcel knowledge"}
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