Customer Success Manager

hace 3 semanas

Bogotá, Colombia Avolution A tiempo completo

Do you want to be part of a dynamic team that works with some of the largest organizations across the globe?

Do you want to work in a fully remote, collaborative environment with hard-working and friendly co-workers?

If so, we want to talk to you.

ABOUT THE COMPANY

The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound and growing 20-year-old Enterprise Architecture Software company. With offices in Northern Virginia, Sydney, Singapore, London, and the Middle East, Avolution is established as an industry leader in its Gartner Magic Quadrant and other industry reports. Be part of a smart, friendly team, and use your skills and initiative to drive growth. Benefit from our culture which is described by employees as collegial, collaborative, flexible, and supportive.

ABOUT THE ROLE

We are looking for a tech savvy and skilled Customer Success Manager (CSM) to join our LATAM team. You’ll work alongside our various teams and ultimately be responsible for the complete post-sales lifecycle of a portfolio of customers.

As a CSM, you will be the primary advocate for each customer, guiding them along a path to success while building strong relationships and becoming a trusted advisor.

You’ll be working with a wide range of customer personas, from corporate, to enterprise, to some of the most known organizations across the globe.

You will be as passionate about Avolution as you are about providing an exceptional experience for every customer.

RESPONSIBILITIES
  • Establish a trusted/strategic advisor relationship with LATAM clients and drive continued value of our products and services, ensuring retention.
  • Manage the complete customer post-sales lifecycle, working with organizations to establish critical goals or other key performance indicators, then aiding and empowering the customer in achieving their goals.
  • Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty.
  • Conduct business reviews and client check-ins, and proactively suggest solutions to common customer challenges.
  • Advocate customer needs and escalate customer issues inter-departmentally.
  • Proactively work with Support team to track Support tickets and ensure completion.
  • Recognize a pattern of behavior or product roll-out that prevents the customer’s success.
  • Ensure that product feedback is communicated through correct avenues to the Development Team.
  • Detect, report, forecast and mitigate churn risk.
  • Manage yearly renewals and work to identify and/or develop upsell opportunities.
  • Contribute to the continued development of Spanish Customer Success resources and methods, and work with the Marketing Team to create new or refine existing onboarding materials.
ABOUT YOU

To qualify… You will need to be a knowledgeable and engaging Customer Success Manager / Account Manager / Project Manager / Strategic Consultant or similar who is a trusted advisor, loves all things tech and who can demonstrate:

  • Fluent in both Spanish and English.
  • Experience in customer-facing customer success, account management or strategic consulting organization.
  • Familiarity working with enterprise customers and executives.
  • Able to communicate complex technology-related business issues to audiences with a varying range of technical expertise.
  • Creative thinker with an innovative approach to problem solving.
  • Self-motivated and resilient.
  • Proactive team player with innovative ideas to inspire customer loyalty and adoption.
  • Exceptional verbal, written, presentation and interpersonal communication skills.
  • Experience building strong internal and external relationships.
  • Detail oriented and analytical.

Ideally you will also have:

  • Experience in Enterprise Software, Enterprise Architecture and Modelling.
  • Knowledge of frameworks such as TOGAF, ArchiMate, BPMN and BMM.
BENEFITS
  • Right to holidays, sick days, and paid time off according to local practice/law.
  • 1 paid day of birthday leave per year.
  • Paid parental leave according to local law and company policy.
  • Employee home office allowance.

All applicants must have the right to work in Colombia. Avolution is an equal opportunities employer.

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