Customer Success Specialist
hace 5 días
En Celes, el éxito de nuestros clientes es nuestro motor. Como Customer Success Specialist, tu misión será garantizar que nuestros usuarios saquen el máximo provecho de nuestra tecnología. Serás el responsable de asegurar una adopción profunda del producto y construyendo relaciones sólidas a largo plazo.
Este cargo forma parte del equipo de Customer Success y reporta directamente al Customer Success Manager.
Responsabilidades:
- Adopción y Retención: Diseñar y ejecutar estrategias personalizadas para maximizar el uso de la plataforma, reducir el churn y asegurar renovaciones exitosas en las cuentas asignadas.
- Expansión de Cuentas: Identificar y concretar oportunidades de upselling y cross-selling basándote en el análisis del comportamiento de uso y las necesidades emergentes de cada cliente.
- Capacitación Continua: Diseñar y ejecutar sesiones de entrenamiento para usuarios finales, traduciendo conceptos técnicos complejos en aplicaciones prácticas de negocio.
- Análisis continuo del Cliente: Utilizar herramientas internas y consultas básicas en SQL para monitorear métricas de uso, generar informes de resultados y detectar clientes/usuarios en riesgo.
- Resolución de Conflictos: Actuar como primer frente ante situaciones complejas, utilizando la negociación para convertir problemas en oportunidades de mejora.
- Colaboración Cross-Funcional: Trabajar estrechamente con equipos de Ventas, Producto y Soporte para garantizar una experiencia de cliente cohesiva y retroalimentar mejoras del producto basadas en insights del mercado.
- Experiencia: Mínimo 2 años desempeñando roles de Customer Success exclusivamente en empresas de tecnología (SaaS).
- Mentalidad data-driven y curiosidad tecnológica: Buscamos a alguien que valore las decisiones basadas en datos, no en intuiciones. Debes tener conocimientos básicos de SQL para extraer y analizar información por ti mismo. No necesitas ser desarrollador, pero sí alguien que disfrute explorando herramientas, dashboards y métricas para encontrar insights que impulsen el éxito del cliente.
- Comunicación estratégica: Capacidad excepcional para negociar, resolver problemas complejos y traducir datos en narrativas convincentes. Debes combinar empatía con persuasión, logrando que los clientes vean valor en cada interacción.
Experiencia previa capacitando personal o como instructor.
- Conocimiento profundo del sector Retail o experiencia previa en el ecosistema Startup.
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