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Customer Success Manager

hace 1 mes

Bogotá, Colombia Sagan A tiempo completo

Job Title: Customer Success Manager - LATAM
Location: Remote (CST Time zone)
Salary Range: up to 1700 USD

Work Schedule: Monday - Friday, 09:00 AM - 05:00 PM CST

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

Position Overview:

As a Customer Success Manager, you will be instrumental in delivering an outstanding experience to our members. Your core responsibilities will include managing member communications, facilitating onboarding and engagement, overseeing subscription and hiring processes, and providing strategic support to boost member satisfaction. This role demands exceptional communication skills, strong organizational capabilities, and a proactive approach to problem-solving.

Key Responsibilities:

Customer Communication and Support:

  • Prioritize managing email communication with members, addressing inquiries, and providing necessary resources.
  • Handle customer questions and concerns efficiently via email.
  • Respond to member inquiries and messages on the Skool platform.

Onboarding and Engagement:

  • Conduct thorough onboarding calls with new members, guiding them through the hiring process
  • Demonstrate how to submit hiring requests using our forms and provide a guided tour of the Skool community platform.
  • Measure member engagement (participation in workshops, registration, and attendance in Sagan U, etc.) and track progress on Airtable.
  • Facilitate outstanding member experiences through various engagement strategies.

Subscription and Hiring Management:

  • Manage and track members subscription details, including available hires, participation in the Skool community, and talent pool access.
  • Record credits whenever a hire is made and maintain accurate records of member progress and hiring activities in Airtable.
  • Send invoices for white glove services.

Hiring Facilitation:

  • Collaborate with members and recruiters, engaging in calls to discuss hiring requests and address any issues during the hiring process.
  • Send reminder emails to members about remaining credits and inquire about upcoming hires.
  • Participate in internal leadership calls with recruitment team leads.
  • Track hiring request cancellations, keep records of all canceled hires, and investigate the reasons.

Community Engagement:

  • Gather member feedback and insights through various methods.
  • Facilitate the creation of additional resources based on member needs.
  • Keep the community informed about relevant activities, courses, and workshops.

Member Support and Escalations:

  • Address and resolve difficult situations and escalations from members.
  • Collect feedback through surveys and identify areas for improvement.
  • Track member cancellations and investigate the reasons.
  • Provide templates for hiring, onboarding, offer letters, employee playbooks, EODs, etc.

Strategic Initiatives:

  • Participate in brainstorming sessions and content planning for the community
  • Craft standard operating procedures (SOPs) for fellow account managers and community assistants.

Reporting and Analytics:

  • Maintain accurate records of member interactions, hiring activities, and subscription details.
  • Generate reports to monitor performance metrics and identify trends.
  • Make data-driven recommendations for product/service enhancements.
  • Provide members with hire reports on the progress of their jobs.

Skills and Qualifications:

  • Proven experience in customer service, account management, or a similar role
  • Strong organizational and multitasking skills.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Ability to quickly pick up and efficiently handle administrative tasks.
  • Proactive and problem-solving mindset.
  • Good command of English, both written and verbal.
  • Effective email communication skills, as you will be managing a significant volume of email correspondence throughout the day.

Nice-to-Haves:

  • Proficiency with software such as Airtable, CRM systems, and community platforms.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.