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Customer Success Manager

hace 2 meses

Ciudad de México, Ciudad de México HRprofile A tiempo completo

About HR Profile

HR Profile is a consulting firm specializing in recruitment and selection of professionals for the LATAM region. We are seeking a Customer Success Manager for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia.

Job Summary

We are looking for a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for setting the strategy and managing the operational relationship with customers throughout their entire lifecycle. Your goal will be to ensure that our customers get the highest value and level of service in terms of performance, quality, and SLA compliance.

Main Responsibilities

  • Customer Relationship Management
    • Design, implement and manage the customer relationship model aligned with the company's strategic objectives from the implementation stage to the optimization of the usage and adoption strategy.
    • Resolving customer inquiries efficiently and effectively, ensuring a positive customer experience.
  • Solution Selling
    • Recommend solutions and guide product customers through features and functionalities to ensure they get the most out of using our product and services.
    • Drive customer retention and growth by creating a positive experience throughout the entire customer lifecycle.
  • Customer Data Analysis
    • Collection and analysis of customer data and metrics to understand success factors and identify areas for improvement.
  • Upselling and Cross-Selling
    • Identify and pursue new opportunities for upselling and cross-selling, acting as an enabler between the customer and the Senior Customer Success Manager or sales team.
  • Collaboration with Internal Teams
    • Collaborate with product and engineering teams to ensure customer feedback is incorporated into product development and enhancements.
  • SLA and KPI Monitoring
    • Monitor customer SLA and KPI metrics, providing insights and recommendations to internal stakeholders for customer issues.

Requirements

  • Education
    • Bachelor's degree in engineering, business management, science, business administration or related field.
  • Experience
    • Proven track record as a Customer Success Manager or in similar positions.
    • Between 4-6 years of work experience and 2 years of experience in a similar professional position with Enterprise Customers facing roles.
  • Skills
    • Extensive experience in customer experience, project management, and change management best practices.
    • Extensive experience in developing and delivering customer success plans and strategies.
    • Strong leadership, communication, and interpersonal skills.
    • Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint) and familiarity with various client requirements management, project management, and other relevant tools platforms are essential.
    • Bilingual in Spanish and English.
    • Working knowledge of energy management systems (EMS) and/or building automation systems (BAS) and control concepts.
    • Working knowledge of customer service techniques, process management and their application.
    • Experience in remote monitoring of EMS systems and/or in the phases of selection, design and implementation of energy management systems will be an asset.
    • Experience working in SaaS companies and understanding of SaaS business models.
    • Familiarity with CRM software and customer success tools.

Benefits

  • 100% remote work.
  • Flexible schedule.
  • Day off on your birthday.
  • Reduced hours on Fridays.
  • Superior vacation days.
  • Sick leave days.
  • Moving day off.
  • Support for studies, training, and languages.
  • Referral program.