Customer Success Manager

hace 3 meses

Bogotá Cundinamarca, Colombia HRprofile A tiempo completo

**HR Profile**, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Customer Success Manager** for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia.

**Objective**: As a Customer Success Manager, you will be responsible for setting the strategy and managing the operational relationship with customers throughout their entire lifecycle, as well as being responsible for the continued satisfaction and success of our customers in the energy efficiency and workflow management sector.
Your role will involve ensuring the provision of exceptional services to our clients, maximizing the company's profitability and driving superior customer satisfaction. You will continuously upsell services and propose solutions that adapt to evolving needs, identifying opportunities for continuous improvement. Your goal is to ensure that our customers get the highest value and level of service in terms of performance, quality, and SLA compliance.

**Main Responsibilities**:

- Design, implement and manage the customer relationship model aligned with the company's
- strategic objectives from the implementation stage to the optimization of the usage and adoptionstrategy.
- Resolving customer inquiries efficiently and effectively, ensuring a positive customer experience.

Also, recommend solutions and guide product customer through features and functionalities toensure they get the most out of using our product and services.
- Drive customer retention and growth by creating a positive experience throughout the entire

customer lifecycle.areas for improvement.set during the contracting phase, fostering a relationship of trust and support.between the customer and the Senior customer success manager or sales team.into product development and enhancements.stakeholders for customer issues.use and adoption and continued success of energy and workflow management customers.**It will be a good match if you have**:

- Collection and Analysis customer data and metrics to understand success factors and identify
- Be proactive in seeking alternatives and ensuring that the client achieves all the objectives that were
- Identify and pursue new opportunities for upselling and cross-selling, acting as an enabler
- Collaborate with product and engineering teams to ensure customer feedback is incorporated
- Monitoring customer SLA and KPI metrics, providing insights and recommendations to internal
- Generate reports that help identify actions to improve satisfaction, solve the bugs and understand
- Bachelor's degree in engineering, business management, science, business administration or
- related field.
- Proven track record as a Customer Success Manager or in similar positions.
- Between 4-6 years of work experience and 2 years of experience in a similar professional position

with Enterprise Customers facing roles.practicesrequirements management, project management and other relevant tools platforms are essential.(BAS) and control conceptsimplementation of energy management systems will be an asset.:

- Extensive experience in customer experience, project management and change management best
- Extensive experience in developing and delivering customer success plans and strategies
- Strong leadership, communication, and interpersonal skills.
- Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint) and familiarity with various client
- Bilingual in Spanish and English
- Working knowledge of energy management systems (EMS) and/or building automation systems
- Experience in remote monitoring of EMS systems and/or in the phases of selection, design and
- Experience working in SaaS companies and understanding of SaaS business models
- Familiarity with CRM software and customer success tools**Benefits package**
- 100% remote work.
- Flexible schedule.
- Day off on your birthday.
- Reduced hours on Fridays.
- Superior vacation days.
- Sick leave days.
- Moving day off.
- Support for studies, training, and languages.
- Referral program.

Application Question(s):

- ¿Cuál es su nível de inglés?
- ¿Cuál es su pretensión de renta?

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