Customer Success Manager

hace 2 semanas

Bogotá, Colombia Sagan A tiempo completo

Job Title: Customer Success Manager - LATAM

Location: Remote (EST Time Zone)

Salary Range: Up to $4,500 USD per month

Work Schedule: Monday-Friday, 9:00 AM to 5:00 PM EST

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.

About the Company:

Sagan represents a company that leverages AI-driven dynamic pricing software to revolutionize e-commerce. Backed by successful entrepreneurs with several exits, the company focuses on using data and technology to help brands optimize their pricing strategies.

Position Overview:

As a Customer Success Manager, you will play a critical role in launching services with customers and driving ongoing business value. This role requires a unique blend of strong analytical skills and exceptional interpersonal abilities. You will need to understand customer needs, orchestrate monthly business reviews, and identify opportunities for enhanced service usage or new applications.

Key Responsibilities:

  • Account Health Management: Proactively assess and manage the health of client accounts, addressing potential issues swiftly and strategically.
  • Client Relationship Building: Establish and nurture positive relationships with clients, ensuring they feel valued and supported throughout their journey with our services.
  • Performance Reporting: Present performance results to clients, highlighting achievements and areas for improvement.
  • Churn Mitigation: Identify and address churn concerns while strategically proposing and implementing long-term solutions.
  • Renewal Management: Collaborate with clients to secure contract renewals while positioning our services for their long-term success.
  • Timely Concern Addressing: Ensure that any client concerns, whether technical or operational, are promptly addressed to strengthen customer relationships.
  • Data-Driven Strategies: Work with the Data Science team to propose and implement data-driven business strategies, aiming for enhanced profitability.
  • Data Communication: Translate complex data into simpler terms for clients, aiding in informed decision-making and performance discussions.
  • Product Feedback: Act as the voice of the client, gathering feedback and driving internal process improvements based on client insights.
  • Amazon and AI Understanding: Utilize your understanding of Amazon services and AI technologies to address client concerns and drive strategic improvements.
  • Process Improvement: Identify areas for internal process enhancements, create and build playbooks, and drive innovation within the startup environment.

Qualifications:

  • Fluent in English.
  • Strong analytical skills: Proven experience analyzing data using Excel or other data analysis software such as Tableau, PowerBI, Domo, Looker, or Google Data Studio.
  • Relevant Experience: Experience in a customer-facing, customer success, or consulting role with a strong analytical focus.
  • Educational Background: Degree in Mathematics, Statistics, Actuarial Science, Data Science, Economics, Finance, Accounting, Industrial Engineering, or a related engineering field.
  • Interpersonal Skills: Demonstrated ability to be social and extroverted, essential for building and maintaining client relationships.
  • Proficiency: Strong experience with Excel and PowerPoint.
  • Team Collaboration: Ability to collaborate with Data Science, Technology, Sales, and Support teams to ensure client success.

Nice-to-Haves:

  • Understanding of P&L statements and Accounting.
  • Experience with eCommerce and/or SaaS.
  • Experience with HubSpot.
  • Experience with programming.

Application Note:

To ensure prompt processing of your application, please submit your resume and an intro video in English.

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