Customer Success Team Lead

hace 3 semanas

Bogota, Colombia Global66 A tiempo completo

Somos una Tribu compuesta por más de 200 personas de diferentes nacionalidades, situadas en varios países (Chile, Argentina, Perú, Brasil y Colombia) Nos conectamos a través de un servicio que no cree en las fronteras, tenemos conciencia de grupo, nos apasiona lo que hacemos y celebramos cada logro como si ganara nuestro equipo favorito.

Nos hemos propuesto construir el próximo Neobanco Global de Latinoamérica y nada mejor que hacerlo con un gran equipo de trabajo, lleno de grandes talentos que se desafían todos los días para crear las mejores ideas, romper los límites de lo imposible y tomar riesgos que los lleven a lograr los resultados.

**Tus próximos desafíos**:
El/la **Customer Success Team Lead de **Global66**, tendrá como principal objetivo liderar desde una mirada que una lo comercial con el servicio al cliente, a los equipos de activación y de retención de clientes preferenciales. Aplicando desde los datos distintas estrategias de fidelización que acompañe el viaje del cliente en dos grandes ámbitos, desde que todos los clientes terminan su Setup, optimizando a través de los closers la activación de estos clientes, y desde que se detecta que el cliente tiene alto potencial. De esta forma buscará que todo usuario de alto valor opere con Global66 como su cuenta principal, utilizando múltiples productos y traspasando su voz para levantar y ejecutar mejoras continuas que logren nuestro objetivo de retención de 60% al M12.

Dentro de tus principales desafíos se encuentran:

- Coordinar a los especialistas de Success quienes generarán una atención personalizada, ágil y útil a su cartera de clientes Ultra high con el fin de que este use su Cuenta Global como cuenta bancaria principal.
- Coordinar a los especialistas de Engagement, quienes buscarán activar clientes B2C que hayan completado sus datos en el registro, pero que aún no utilizan el producto, definiendo criterios de prioridad de clientes a contactar y siendo el link con el Head de Growth y Brand para definir planes de acción y mejoras en la máquina de activación.
- Coordinar la gestión de casos del cliente Ultra High, asegurando que se apliquen los procedimientos pertinentes y cumpliendo con las políticas y normativas vigentes por cada país de origen.
- Aplicar la metodología de Densidad de Talento a su equipo, con el objetivo de mejorar la experiência del cliente.
- Adquirir y mantener un conocimiento nível experto de los productos y servicios ofrecidos para alinearlo con su equipo y asegurar que el cliente sepa todo lo que ofrece la plataforma con el fin de fidelizar y maximizar el uso del producto.
- Obtener un amplio entendimiento de las frustraciones de los clientes para canalizarlas como elementos de mejora de los productos que ofrecemos.
- Monitoreo de la gestión comercial hecha por los especialistas, cosa de garantizar un correcto registro de las tareas dentro del CRM y que se apliquen las comisiones acordes a lo que realmente se ejecutó. Manejar y generar el CRM y sus reportes para entender los distintos aspectos de la experiência del cliente (segmentos, retención, churns, comportamientos, etc.) y de la gestión de sus especialistas.

**¿Qué buscamos?**:

- Estudios Universitarios completos en carreras administrativas, matemáticas o humanistas.
- Experiência en comunicaciones, soporte, Customer Experience y/o Customer Success.
- Experiência liderando equipos de trabajo
- Manejo de data para análisis y gestión de reportes
- Inglés o portugués avanzado

**Beneficios***:
Somos un equipo de alto rendimiento, eso significa que estar aquí es ser de los mejores. Estamos orgullosos de representar a Global66 y de ser parte de esta tribu.

Valoramos la diversidad y sólo tenemos espacio para los que tienen hambre de crecimiento

**Algunos beneficios más**:

- Te ofrecemos 300 USD para educación continua
- Cupón de descuento mensual en transferencias por nuestra app
- Dress Code libre
- Día libre de Cumpleaños
- Global66 te regala el computador a los 2 años
- Global66 te da la opción de solicitar Stock Options, para que así... puedas sentirte aún más parte de la Tribu Global

Y por si fuera pocotendrás acceso a una App de beneficios de última generación:

- Fitness Virtual
- Telemedicina
- Nutricionista
- Soporte Psicológico
- App de Meditación

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