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Customer Success Manager
hace 2 semanas
**About Levee**
We are on a mission to transform the way companies hire and manage their people. We are backed by the leading workforce, AI and impact investors globally including 8VC, Trust Ventures, Acumen, Andreessen Horowitz' Latam-anchored Fund, Latitud.
Our AI-driven software reduces bias in hiring practices, leading to increased workforce
participation of females and sociodemographic minorities while significantly reducing hiring costs for companies. Reducing bias is a win-win for everyone, which is why some of the largest employers in Latin America, such as McDonald's, rely on us. Improving hiring decisions is a $230bn opportunity - the largest unproductized opportunity in the HR space.
As we enter the US market, we are looking for a Customer Success Manager to deliver world-class customer experience to our growing customer base.
**Responsibilities**:
- Identify strategic organizational customer goals and provide ideas/solutions for how they can use Levee's products to achieve them;
- Gain in-depth understanding of customer likes and dislikes about Levee's products through surveys, reviews, and simple rapport building. Organize, analyze, and share this information with sales, marketing and product development teams to ensure the Voice of the Customer is prioritized;
- Become knowledgeable about customer's industry in order to provide creative solutions tailored to their business;
- Manage the end-to-end client lifecycle for a growing list of enterprise customers — drive onboarding, employee engagement, and the demonstration of value, while contributing to the Customer Success team's annual Net Revenue Retention (NRR) target through tracking customer consumption and pursuing expansion;
- Develop a deep understanding of customer business initiatives, bringing the Voice of the Customer to internal roadmap and project discussions always;
- Articulate business value, product and customer roadmaps, and support requirements to ensure customer satisfaction;
- Analyze customer and market data to provide insights for adoption-growth strategy and make strategic recommendations for optimal growth;
- Identify risks proactively and present mitigation plans to retain clients;
- Improve customer results by conducting surveys, studying, evaluating, and redesigning processes, establishing and communicating service metrics, and monitoring and analyzing results;
- Be a product specialist;
- Collaborate with internal teams to resolve customer issues, communicate customer product requests, and provide excellent service on a timely basis;
- Build long-term relationships by exceeding customer expectations to ensure retention, execute long-term renewals, and identify areas to expand our relationships.
**Skills and Experience**
- 3+ years of customer success and/or account management experience, preferably in the HR field
- Excellent written and spoken communication in English. Portuguese and / or Spanish is a bonus
- Able to influence through gaining buy-in, persuasion, negotiation, and consensus-building
- Confident in presenting strategy, insights, achievements, and progress updates to stakeholders in a compelling manner
- Proven experience building rapport with customers
- Excellent organization, project management and time management skills
- Ability to maintain a positive attitude and calm demeanor, especially in escalated circumstances
- Perceptive and high emotional intelligence, making you agile in adapting your approach to all audiences and personalities
