Customer Success Manager

hace 3 horas

Desde casa, México Higlobe, Inc A tiempo completo

**About Higlobe**

We are an international payment platform that moves money instantly and with zero transaction fees. Our product is specifically designed for international professionals; overseas freelancers, contractors and independent workers with US business clients. We understand that having an easy payment method can bring more jobs and opportunities for international workers with a global mindset. We’re proud to offer our service for FREE as we work towards our mission of moving the world’s money instantly and at no cost.

We are a fully remote team with members working across various countries, all coming together to create an amazing product to support international companies and professionals.

**About the Customer Success Manager Role**

**What you’ll do**:

- Manage customer success relationships and plans to exceed customer expectations working with a Fintech solution
- Identify and cultivate strong relationships with the key stakeholders
- Provide customer support to achieve customer goals, remove customer experience friction and meet contractual SLAs
- Create and lead regular analytics-based business reviews to ensure usage of the tool and partners are realizing value and ROI
- Act as project manager during technical on-boarding, managing expectations, resources and timelines
- Monitor customer engagement and satisfaction indicators
- Monitor product delivery and metrics, and proactively working with customers to achieve goals
- Manage subscription, renewal and upsell opportunities
- Manage day to day support including product delivery and billing
- Identify barriers to customer success, define resolutions, and manage action plans with internal resources
- Provide product feedback (client requirements, product enhancements, etc.) to product management
- Collaborate with stakeholders and technical resources to develop scalable processes
- Oversee Customer Success activity in each market. Manage Customer Success teams.

**Requirements**:

- 7+ years B2B customer success experience, preference to financial institutions (banks, credit unions and processors)
- **Fluent in Spanish, Portuguese and English**
- Experience with fraud, data or analytic products; for banks and credit unions a plus
- Attention to detail and process oriented
- Excellent written, and oral skills, as well as strong time management and organization skills
- Track record of establishing and retaining high-value client relationships
- Self-motivated, collaborative, intellectually curious, people person with high emotional intelligence
- Customer-first mentality; ability to empathize and build customer loyalty
- Experience acting as the liaison between technology teams and clients
- Analytical, and have ability to explain analytical and technical information simply
- Experience with Zendesk or other CRM

If you think you’d be a good fit for this role, even if you may not meet all of the requirements, we’d love for you to apply At Higlobe, we strive to create an inclusive culture that encourages people from different backgrounds to bring their unique, diverse perspectives to work. We aim every day to build an environment that empowers us all to do our best work.

**Perks**
- Global, fully remote company
- Unlimited Time Off

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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