Customer Success Executive

**About us**:
Fairplay is a tech-based financing enable that supports entrepreneurs’ growth with a flexible, fast & friendly product. Our vision is to create financial and technological products that accelerate the entrepreneurs’ competitive capabilities. Our main objective is to give access to growth capital to thousands of SMEs of the new digital economy in Latin America, becoming the main source of financing and BI for the fastest growing sectors in the region. We want to help thousands of entrepreneurs make better decisions with data and insights from our platform.

**About the role**

We are looking for a Customer Success Executive (CSE) who will be responsible for the success of its clients. This includes working closely with them, accompanying them throughout the entire customer journey, creating an excellent and trusting relationship with them to follow closely their objectives and strategies.
CSE is also responsible for carrying out all necessary analysis and industry knowledge to understand customer performance and identify growth opportunities and risk possibilities.

**Responsibilities**
- Manage customer contracts.
- Become a consultant, creating security with the client through clear communication and on-time deliveries.
- Establish a relationship of trust with the client. Ensure that they approach their CSE at any time of uncertainty.
- Prepare success plans for each client based on data, product, type of company and the current situation of each one to establish objectives that will achieve client success.
- Analyze the KPI's of each client once a month. Have the ability to understand this analysis and be able to make early decisions if it applies.
- Use project management techniques to implement the appropriate plans and ensure success for each client.
- Responsible for the client's “Fairplay Happiness”.
- Provide expert advice to clients and respond to their queries.
- Become an expert in different types of industries.
- Ensure a solid understanding of the client's environment, business

objectives and financing investment objectives.
- Detailed analysis and complete understanding of client and contract performance
- Perform best practices when any problem arises to be able to recommend ideal solutions for customer success.
- Take action on different customer and/or contract behaviors.
- Creating materials and guides such as presentations for effective client coaching.
- Invest time in your own training to achieve expertise in the necessary area with clients.
- Collecting effective feedback from customers about their experience with the product or service to find business opportunities.*

Requirements*
- Mid CSE´s handles medium clients who begin to present problems and opportunities that are a little more complex than small clients.
- Management of medium contracts and medium clients.
- Take on responsibilities that come from taking on larger contracts and clients.
- Greater accountability in client management and client portfolio.
- Must have more autonomy in problem solving.
- Master KPI´s analysis.
- Know how to oversee more complicated conversations with clients.
- Be able to identify problems and opportunities in time for any type of customer industry and in general in the market.
- Being able to manage any type of calls with clients on their own.
- Being able to make decisions rationally.
- Sufficient product and internal processes knowledge.
- Be highly proactive to successfully perform executive tasks and follow up with clients.
- Have complete knowledge of their clients, strategies, industry, business objectives and operational performance.
- Higher data analysis skills
- Be curious and be able to identify opportunities for the area and the

company.
- Be emphatic and proactive.*

Additional requirements*
- ** Languages: Advance English**
- Excel knowledge

Location: Remote, preferably CDMX

Tipo de puesto: Tiempo completo

Salario: $20,000.00 - $37,500.00 al año