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Customer Success Manager

hace 3 semanas

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 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

The Customer Success Manager (CSM) will be responsible for maintaining and growing relationships with our key customers, driving a positive experience for them. The CSM will work closely with the customer to ensure that they are getting the most value out of our product and will work with internal teams to drive adoption and expansion of our product within the customer's organization.

**Responsibilities**
- Act as the main point of contact for newly won or existing SaaS customers, building and maintaining strong relationships
- Support customers from implementation through the Adopt, Expand and Renew sales cycles of contracted services to drive long-term account success and value
- Be accountable for successful customer onboarding journey by working closely with Thales delivery teams and the customer, to drive a smooth integration and adoption of our services, and ensure a fast project completion to maximize revenue generation
- Lead and manage critical conflict resolution, to ensure excellent customer service and experience with Thales
- Leverage on customer and platform data to track services usage, and work with the customer to identify areas for improvement, training needs, product enhancements that drive customer satisfaction, retention, and trigger opportunities for sales expansion
- Become an expert on each client’s business and market segment, develop a trusted advisor relationship with customers and executive sponsors, build a plan to support customer and Thales to achieve the success for the partnership
- Collaborate with Land Sales team in identifying and building a plan for up-sell opportunities for new products and services within the scope of your customer portfolio
- Identify renewal risks and collaborate with internal teams to remediate them ahead of renewal negotiations.

**Skills and Experience**
- At least 5 years of experience in costumer facing roles preferably on the fintech industry
- Solid technical understanding of SaaS solutions preferably on cloud tech and delivery models applied to fintech services
- Strong leadership and problem solving and customer service skills
- Awareness on payment cards and personalization (Nice to have).

**Education and Requirements**
- Bachelor´s Degree in Business, Marketing, Engineering, related fields, or equivalent work experience
- Fluent English (B2). Written and spoken
- Availability to travel up to 50 % of the time.

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