Customer Success Manager

hace 6 días

Ciudad de México DFO Global Performance Commerce Limited A tiempo completo

**GPC **is on a mission to deliver superior eCommerce software and we need people that love:

- Software
- Technology
- eCommerce

**GPC **is global in operations, culture, and language with offices in New Jersey, San Diego, Vancouver, Mexico City, Sao Paulo, The Hague, Hong Kong, Ho Chi Minh, Manila and Brisbane.

**SUMMARY**:
**GPC** has an immediate opening for a Customer Success Manager to support the onboarding and ongoing relationships of its software users.

**YOUR RESPONSIBILITIES**:

- Ensure all newly onboarded customers have what they need to get started
- Build and maintain strong relationships with customers to understand their needs, goals, and challenges
- Identify and communicate with sales staff upsells and cross sells of the suite of software
- Train and educate customers on the use of the software
- Identify all resources customers need to learn and use the software
- Providing technical support to customers, addressing any issues or concerns they may have, and working with other departments to resolve any technical issues
- Advocate on behalf of the customer of any issues or failings that needed to be addressed
- Analyzing customer data and feedback to identify trends and areas for improvement, and working with other departments to implement changes and improvements to the product or service
- Following up on all software renewals and ensuring they actively renew and monitor usage metrics, and addressing any issues or concerns they may have
- Troubleshoot all customer issues
- Document all customer feedback
- Collaborate with sales and technical support and development
- Provide best in class customer experience

**YOUR SKILLS**:

- 2+ year in providing service to SAAS customers
- The ability to provide excellent customer service, build rapport with customers, and handle difficult customer interactions
- Excellent communication skills, including the ability to clearly communicate technical information and work effectively with customers and cross-functional teams
- The ability to identify customer challenges and develop solutions to meet their needs, including creative problem-solving and troubleshooting
- The ability to understand and empathize with customers, and to provide personalized support based on their unique needs
- Strong organizational skills and the ability to manage multiple customer accounts and projects simultaneously
- A strong understanding of the software or product being supported, as well as the ability to learn new technical skills quickly
- The ability to analyze customer data and feedback to identify trends and areas for improvement, and to develop data-driven solutions to meet customer needs
- The ability to identify upsell and cross-sell opportunities and to work closely with the sales team to maximize revenue from existing customers
- The ability to think strategically about customer needs and to develop long-term strategies to drive customer success

**BENEFITS**:

- Attractive salary
- Best hardware

**GPC CULTURE**:

- Exciting and diverse team, all around the world
- Value given to ideas and opinions
- Friendly coworkers
- Valuers of innovation

**HOW TO APPLY**:

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