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Customer Success Manager

hace 2 meses

Perímetro Urbano Medellín, Colombia SD Solutions A tiempo completo
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at SD Solutions. As a key member of our organization, you will play a crucial role in ensuring our customers achieve their desired outcomes with our products and services.

Key Responsibilities
  • Build and Maintain Strong Relationships: Develop and maintain strong relationships with a portfolio of clients throughout their journey, from implementation to full adoption and beyond.
  • Expertise in Products and Services: Become an expert in our products and services, staying up-to-date with product enhancements and sharing best practices with customers.
  • Drive Brand Loyalty and Customer Satisfaction: Drive brand loyalty, customer satisfaction, and advocacy by providing exceptional customer experiences.
  • Account Management and Escalation: Serve as the primary point of contact for customers, monitoring accounts to identify areas of improvement and proactively addressing any issues or concerns.
  • Growth Opportunities: Uncover growth opportunities in your portfolio through upsells and cross-sells, focusing on net dollar retention and churn prevention.
  • Collaboration and Feedback: Work closely with Sales, Solutions Consultants, Implementation, Support, Product, and Marketing to collect, share, and act on feedback to drive collaboration and adoption.
  • Leadership and Mentorship: Provide mentorship, coaching, and help with onboarding new and existing team members.
Requirements
  • Experience: 2-3 years of customer success or account management experience, preferably in the Fintech space.
  • Skills: Strong understanding of the Fintech industry and our products and services, exceptional communication and interpersonal skills, and high level of enthusiasm, initiative, commitment, and professionalism.
  • Education: Part-qualified or qualified experience within an accounting practice or commercial accounting department, and relevant accounting certification (part or fully qualified).