Customer Success Management

hace 4 semanas

Mexico City Multiplica Talent A tiempo completo

Buscamos un Customer Success Management a tiempo completo para trabajar en CDMX.

  • Guiar a los clientes a través de nuestro software, centrándose en las herramientas y funciones, así como en las tendencias del sector.
  • Detectar oportunidades con clientes existentes, participar en revisiones de cuenta y realizar demostraciones de productos.
  • Cooperar con ventas en las estrategias de cuenta para identificar nuevas oportunidades que ayuden a la empresa a superar sus objetivos.
  • Gestión de la relación con el cliente (CRM): Construir y mantener relaciones sólidas con los clientes, comprender sus necesidades y garantizar su satisfacción.
  • Asesoramiento de adopción: Orientar a los clientes sobre cómo utilizar eficazmente los productos y servicios de forma que maximice su valor.
  • Establecer políticas y prácticas de atención al cliente.
  • Apoyo técnico: Proporcionar asistencia técnica proactiva y reactiva, resolver consultas y escalar problemas a los equipos de ingeniería.
  • Seguimiento del éxito: Supervisar el progreso de los clientes hacia el logro de sus objetivos comerciales y proporcionar información y recomendaciones.
  • Responsable de convertir las pruebas en suscripciones fomentando el uso del producto.
  • Seguimiento de los nuevos clientes potenciales generados por la promoción y las referencias de los clientes.
  • Gestión de renovaciones: Gestionar el proceso de renovaciones de licencias, garantizar la retención de clientes y ampliar las cuentas.
  • Recopilación de comentarios: Obtener comentarios de los clientes, identificar áreas de mejora y compartir las aportaciones con los equipos de producto e ingeniería.
  • Colaboración interna: Colaborar con los departamentos de ventas, marketing y producto para garantizar una experiencia del cliente integrada.
  • Llevar a cabo estudios de mercado, participar en actos de marketing y promoción y en otros proyectos, según sea necesario.
  • Impulsar la fidelización de los clientes adelantándose a sus necesidades y ofreciéndoles nuevas perspectivas, estrategias y funcionalidades.
  • Estimular el crecimiento del cliente cuenta gracias a su conocimiento del producto/servicio y de las necesidades del cliente mediante recomendaciones lógicas de expansión.
  • Fomentar la fidelización de sus clientes ayudándoles a conseguir resultados satisfactorios y desarrollando con ellos relaciones de confianza a largo plazo.
  • Mantener altas puntuaciones de satisfacción del cliente y Net Promoter Score.
  • Reducir la rotación de clientes y aumentar la retención.
  • Impulsar el valor del cliente y maximizar el retorno de la inversión (ROI).
  • Mejorar constantemente los procesos de gestión del éxito del cliente.
  • Actuar como defensor del cliente dentro de la organización.
  • Mantenerse al día con las mejores prácticas y tendencias de gestión del éxito del cliente.
  • Medir y realizar un seguimiento del rendimiento de la gestión del éxito del cliente.

Requirements

  • Experiencia: 3 años en roles similares (semi senior)
  • Educación: Licenciatura.

Competencias técnicas:

  • Conocimiento de las mejores prácticas de atención al cliente y retención.
  • Experiencia en el uso de software SaaS como Contentful, Algolia, Stripe, Signifyd
  • Dominio de Microsoft Office, Visio, Jira y Notion    
  • Conocimiento de la industria.
  • Experiencia en el uso de software SaaS como VTEX, Stibo, Blue, Akeneo                                           
  • Fuertes habilidades de organización y presentación.

Deseables:

  • Contar con certificado de Sales Engenieer, de lo contrario, experiencia trabajando en empresas de servicios tecnología, compañías de Software, Consultoras de IT o Agencias de Desarrollo.
  • Deseable certificación de SuccessCOACHING o Gainsight.
  • Ingles avanzado (B2-C1) 

Soft Skills

  • Liderazgo y bena comunicación escrita y verbal.
  • Enfoque colaborativo de la gestión de proyectos y la resolución de problemas.
  • Capaz de establecer relaciones a largo plazo con los clientes.
  • Empatía
  • Pensador creativo, estratégico y proactivo.

Benefits

Prestaciones :

  • 15 dias de Vacaciones al 1er año cumplido 
  • Prima vacacional 25 % 
  • Aguinaldo 15 dias 
  • Imss 
  • PTU según resultados de la empresa 
  • Seguro de Vida de $50 mil
  • Apoyo Gastos Funerarios familiares directos por $50 mil 
  • 1 Quimica sanguinea gratis al año 
  • 1 Limpieza dental 1 vez al año gratis
  • 1 Mastografia gratis al año 
  • ½ dia laboral en tu cumpleaños 
  • Contrato full time a termino indefinido.
  • Cuenta con esquema de comisiones adicionales al sueldo base.

Información adicional:

  • Horario de trabajo de 9 a 6 Lunes a Viernes 
  • Esquema Hibrido: 3 presencial y 2 Home Office 
  • Oficinas: Colonia Florida (Ciudad de México)

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