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Customer Success Manager

hace 4 semanas

Bogota, Colombia Rocket.Chat A tiempo completo

**This is a remote job for applicants in North American time zone.**

We are looking for a **Customer Success Manager**. In this role, you will be responsible for negotiating with the customers to retain, upsell and renewal their accounts. You will partner with customers to help them achieve a declared state of success powered by the ultimate communication hub. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer's business to provide confident, expert-driven leadership to your assigned customers.

**Your Skills**
- Fluent in **English**:

- written and spoken;
- Experience with customer training and product presentations;
- Proven experience in **Customer Success area**;
- Experience with **B2B **and **SaaS products and deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV);**:

- Previous experience with any on-prem or high-touch products is a nice-to-have;
- Previous experience with open source is a plus;
- Solid experience in customer retention and nurturing relationships with enterprise-level stakeholders;
- Be passionate about Customer Service and technology;
- Strong verbal and written communications skills;
- **Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models.**

**What you'll do** **‍
- Responsible for onboarding, retention, and customer relationships in general;
- Responsible for negotiating with the customers to retain and upsell their accounts;
- Ensure the satisfaction, engagement, and retention of your customer portfolio;
- Guide the customer throughout the onboarding process (handoff, kickoff, and training);
- Configure our product according to the customers' needs and expectations;
- Map the customer's primary pain points and difficulties when using the product and develop action plans to address them adequately;
- Monitor indicators of NPS, Churn, Health Score, and others;
- Track engagement metrics;
- Provide remote training according to the customer's needs;
- Define, monitor, and ensure the achievement of Success Milestones with customers;
- Help to drive deeper & wider into the account - identifying requirements for additional resources from other departments within the customer, customer alternatives (i.e., other means of handling their current requirements), and potential internal sponsors;
- Be the customer's primary interface, facilitating discussions and coordinating efforts to promote improvements in the platform and internal processes;
- Maintain active & proactive contact with customers.

**Benefits **✨**:
Wherever you are our goal is to make your routine as a Rocketeer feel enjoyable, exciting, and comfortable, so if you are remote or working from our office in Porto Alegre (Brazil) you'll receive a set of benefits to improve your work experience They include a flexible schedule, multicultural environment with colleagues in over 30 countries, a vibrant company culture, remote work as you wish, unlimited Paid Time Off, language and tech courses and more

**About Rocket.Chat**:
‍Rocket.Chat is the world's largest open source communications platform. Built for organizations that need more control over their communications, it enables collaboration between colleagues, partners, customers, communities, and even platforms without compromises on data ownership, customizations, or integrations.

Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure.