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Customer Success Manager COL
hace 4 meses
Summary:
As a Customer Success Manager in a company within our network, you will be responsible for ensuring our customers' success and satisfaction with our products and services. Your expertise in data-driven strategies, CRM execution, and customer-centric approach will be instrumental in driving customer engagement, retention, and growth.
Key Responsibilities
- Lead Customer Success - Oversee the customer success team, ensuring that they are effectively guiding clients using the Whippy platform. Develop and implement strategies for team success and customer satisfaction.
- Improve Processes - Design and refine customer success processes and initiatives, ensuring they align with business objectives and client needs.
- Recruit & Interview - Take a leading role in recruiting and building out the customer success team in LATAM, focusing on talent that aligns with Whippy's culture and objectives.
- Training and Development - Develop and conduct training programs for the team, ensuring they are equipped with the necessary skills and knowledge.
- Mentorship - Conduct regular one-on-one meetings with team members, providing guidance, support, and performance feedback.
- Client Relationship - Actively work with high-value and enterprise customers, establishing strong relationships and providing tailored support.
- Strategic Upselling - Leverage deep understanding of the Whippy platform to identify upselling opportunities and provide strategic advice to clients.
Qualifications
- Bachelor's degree in Business, Marketing, or a related field. A Master's degree is a plus.
- Superior communication skills, both written and verbal, with 100% fluency in English.
- Proven experience (4 years) in a leadership role within a customer success or customer experience team.
- At least 2+ years of experience in customer success or a related field, preferably in a SAAS environment.
- Demonstrated exceptional leadership and people management skills, capable of inspiring and guiding a team.
- Outstanding relationship-building skills, with a talent for creating strong client connections.
- Strong analytical abilities, proficient in using tools like Google Sheets, Excel, and data management software.
- Proven ability to develop and implement effective customer success strategies and processes.
- High level of independence, initiative, and ability to thrive in a fast-paced startup environment.
- Self-starter with the ability to work independently and figure things out autonomously.
- Very strong history of documentation, both for clients and internal process & training.
