Csm Manager

hace 6 meses

Bogota, Colombia Fountain Forward A tiempo completo

REMOTE (WORK FROM HOME) JOB: THIS JOB IS AVAILABLE FOR APPLICANTS IN SOUTH AMERICA.

BEFORE YOU READ THE JOB DESCRIPTION:
2. Must be freelance, NOT part of another agency already.

**HOW TO APPLY**

**WHO ARE WE? FOUNTAIN FORWARD**

We are a hyper-motivated crew of internet marketing experts based in Houston, Texas. We're on a mission to provide truly profitable data-driven marketing solutions, primarily for The Automotive industry.

We love working together to accomplish one thing: persuade people to do business with our clients, and do it more often. Seeing our clients make more money and collaborating together to accomplish their goals is what drives us to slam down a couple of espressos every morning and fire up our brain cells.

**JOB DESCRIPTION**

The CSM Manager is the hub for all CSMs and Client Care. You oversee the communication and satisfaction level of current and future clients then implementing changes to ensure higher standards are met. As a CSMM, your role is to effectively manage the CSM team, provide guidance, direction, and support to ensure the team effectively delivers on client satisfaction and retention goals. Additionally, keep the internal team on the loop and ensure that they are informed on the satisfaction of each client and service, create standards for long term client retention, and define the KPIs for that.

**WHAT YOU’LL DO**

**Management**

Be the go-to person for any concerns regarding CSMs or clients, and keep the Internal team in the loop for any updates

Set the focus/priorities, reminder on expectations/SOPs

Advice, Situational Discussions, Follow Ups, State of the Union Circle Up

Hot seat/Film Review
CSM Capacity Calculator

Client Success Algorithm

**Development**

Provide guidance, mentorship, and support to ensure CSMs are equipped to deliver exceptional client experiences

Mock-reporting

Create training materials/SOPs for CSM’s

Ensure Implementation of Hot seat/Film Review

**Client Retention**

Establish and refine standards and best practices for long-term client retention.

Maintain/update Client Touch Points and Client Relations Scripts as necessary

Identify areas for improvement and implement strategies to enhance client satisfaction

Send and review Quarterly Client Satisfaction Check-in Survey

Send and review Client Onboarding Survey Responses

Update Client Attrition Report

Collect, analyze, and synthesize client feedback to drive actionable insights.

Client Referral Requests

Order, send, and deliver client gifts

**REQUIRED SKILLS**

Proven experience in customer success management or project management.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Analytical mindset with the ability to derive insights from data.

A customer-centric approach and a commitment to delivering exceptional client experiences.

Familiarity with customer relationship management (CRM) software is preferred.

**ADDITIONAL INFORMATION**

**HOW WE WORK**
- Freedom and flexibility. We’re a team working from around the world. That is, as long as they show up on our weekly calls, do their job correctly, and have a good sense of accountability.
- Autonomy and ownership. Working on a distributed team means you don’t have someone micromanaging you or looking over your shoulder to make sure you’re getting things done. We’re a team of do-ers who take full ownership for their results.
- Be helpful and dedicated. We help our clients be successful. We help our prospects get the right information and make the right decision whether or not it includes our services. We help our team members reach their full potential.

**THE PERKS**

Work from home / anywhere in the world

Flexible Schedule (within reason)

Unlimited vacation policy (just 2 week notice + approval) and sick days

Access to training in digital marketing, advertising, and leadership

Coaching and seeing the direct impact of your work improving the lives of others every day

Pay: Up to $6,000,000 per month

**Experience**:

- Project Management: 3 years (required)
- Automotive Marketing: 1 year (required)
- Account management: 1 year (required)

  • Customer Success Manager

    hace 6 meses

    Bogota, Colombia Thales A tiempo completo

    Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000...

  • Client Success Manager

    hace 6 meses

    Bogota, Colombia Agency Growth Team A tiempo completo

    Do you LOVE serving clients, and helping businesses grow and scale to new heights? Are you eager to work with independent business owners, create long-lasting relationships, and be rewarded for your skills, time, and accomplishments? Are you ready to push clients forward, consult heavily on their day-to-day achievements and help them scale to successful new...

  • Senior Project Manager

    hace 6 meses

    Bogota, Colombia AgileEngine A tiempo completo

    **What you will do** - Confirm OKRs, KPIs, portfolio/projects management, reporting requirements; - Understand business problems, confirm goals; - Define deliverables and success metrics; - Complete Discovery Document; - Create initial improvement backlog and implementation roadmap; - Execute the confirmed management practices and improvements; - Portfolio &...

  • Account Manager

    hace 6 meses

    Bogota, Colombia SoftwareOne A tiempo completo

    Job Function: Sales Por qué SoftwareOne?: El éxito en SoftwareOne no se define por lo que haces, sino por lo que entregas a nuestros clientes, al negocio y a los colaboradores que te rodean. Los colaboradores de SoftwareOne están llenos de energía, son ágiles y están enfocados en proporcionar Satisfacción al Cliente y resultados de clase mundial....

  • Client Solutions Manager

    hace 6 meses

    Bogota, Colombia TikTok A tiempo completo

    Responsibilities TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of TikTok's...

  • Media Delivery Manager

    hace 6 meses

    Bogota, Colombia Epsilon A tiempo completo

    **Company Description** Epsilon is a global leader in outcome-based marketing. As a company at the forefront of marketing innovation, Epsilon provides a unique blend of data, technology, and services, driving measurable results and business growth for its clients. With over 9000 employees in 60 countries and rich 50-year history delivering cutting edge...

  • Technical Account Manager

    hace 6 meses

    Bogota, Colombia Epsilon A tiempo completo

    **Company Description** Epsilon is a global leader in outcome-based marketing. As a company at the forefront of marketing innovation, Epsilon provides a unique blend of data, technology, and services, driving measurable results and business growth for its clients. With over 9000 employees in 60 countries and rich 50-year history delivering cutting edge...

  • Senior Program Manager, Engagement

    hace 6 meses

    Bogota, Colombia Univision communications inc A tiempo completo

    he Program Management Office at ViX is looking for a Senior Program Manager to join our team! The PMO’s responsibility is to work across the product and technology organization to deliver digital experiences that empower and entertain our users. We are seeking a Senior Program Manager with strong technical skills, experience in agile methodologies, and a...

  • Senior Project Manager

    hace 6 meses

    Bogota, Colombia Red Hat, Inc. A tiempo completo

    The Red Hat Customer Experience and Engagement (CEE) team is looking for an Senior Project Manager to join us in Colombia. In this role, you will manage a team of highly skilled Customer Success managers and project managers. You’ll be on a mission to guide customer engagement, Onboarding ,product adoption, and satisfaction, ensuring that our customers are...

  • Junior Scrum Master

    hace 6 meses

    Bogota, Colombia Netforemost A tiempo completo

    Estamos en busca de un dedicado Scrum Master para liderar y guiar a nuestro equipo multifuncional de ingenieros de software, desarrolladores y diseñadores en la exitosa ejecución de proyectos de software. Como Scrum Master, desempeñarás un papel crucial en la supervisión de los resultados del proyecto, la organización de lanzamientos de software, la...

  • Account Manager

    hace 6 meses

    Bogota, Colombia SoftwareOne A tiempo completo

    Job Function: Sales The role: Junte-se à nossa equipe de vendas! Estamos ansiosos para aprender mais sobre você e explorar como, trabalhando juntos, podemos formar uma equipe excepcional. **Account Manager - Hunter** **SoftwareOne Colombia** Full time | Hybrid Model | Location: Bogota A Account Manager at SoftwareOne is responsible for identifying and...

  • Technical Account Manager

    hace 7 meses

    Bogota, Colombia Netskope A tiempo completo

    **About Netskope**: Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security. **About the...

  • Account Manager

    hace 3 meses

    Bogota, Colombia SoftwareOne A tiempo completo

    Job Function: Sales Por qué SoftwareOne?:El éxito en SoftwareOne no se define por lo que haces, sino por lo que entregas a nuestros clientes, al negocio y a los colaboradores que te rodean. Los colaboradores de SoftwareOne están llenos de energía, son ágiles y están enfocados en proporcionar Satisfacción al Cliente y resultados de clase mundial....

  • Client Solutions Manager, Performance

    hace 6 meses

    Bogota, Colombia TikTok A tiempo completo

    Responsibilities TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of TikTok's...

  • Senior Program Manager

    hace 6 meses

    Bogota, Colombia Univision communications inc A tiempo completo

    ABOUT THE ROLE & TEAM: TelevisaUnivision is the leading Spanish-language media company in the world! We’re investing in our content, our people, and our properties, which span digital, streaming, social, audio, linear and live events. We’re growing our offerings, building on the launch of our successful streaming platform ViX. The Program Management...

  • Client Solutions Manager

    hace 6 meses

    Bogota, Colombia TikTok A tiempo completo

    Responsibilities TikTok TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. Why Join Us Creation is the core of TikTok's purpose. Our platform is built to help...

  • Junior Scrum Master

    hace 3 meses

    Bogota, Colombia Netforemost A tiempo completo

    Estamos en busca de un dedicado Scrum Master para liderar y guiar a nuestro equipo multifuncional de ingenieros de software, desarrolladores y diseñadores en la exitosa ejecución de proyectos de software. Como Scrum Master, desempeñarás un papel crucial en la supervisión de los resultados del proyecto, la organización de lanzamientos de software, la...

  • Senior Program Manager

    hace 6 meses

    Bogota, Colombia Univision communications inc A tiempo completo

    TelevisaUnivision is the leading Spanish-language media company in the world! We’re investing in our content, our people, and our properties, which span digital, streaming, social, audio, linear and live events. We’re growing our offerings, building on the launch of our successful streaming platform ViX. The Program Management Office at ViX is looking...

  • Project Manager

    hace 6 meses

    Bogota, Colombia Fountain Forward A tiempo completo

    REMOTE (WORK FROM HOME) JOB: THIS JOB IS AVAILABLE FOR APPLICANTS IN SOUTH AMERICA OR THE PHILIPPINES. BEFORE YOU READ THE JOB DESCRIPTION: 2. Must be freelance, NOT part of another agency already. **WHO ARE WE? FOUNTAIN FORWARD** We are a hyper-motivated crew of internet marketing experts based in Houston, Texas. We're on a mission to provide truly...

  • Program Manager, Product and Technology

    hace 6 meses

    Bogota, Colombia Univision communications inc A tiempo completo

    ABOUT THE ROLE & TEAM: The Program Management Office at ViX is looking for a Program Manager to join our team! The PMO’s responsibility is to work across the product and technology organization to deliver digital experiences that empower and entertain our users. We are seeking a Program Manager with strong technical skills and experience in agile...