ACOM Sistemas

Customer Success Manager

• Define, implement, and manage a customer communication strategy to keep customers consistently updated on events that affect their journey;
• Implement strategies to ensure customer retention and loyalty;
• Continuously measure indicators that affect the customer journey and may put contract renewal at risk;
• Work to maximize customers' adoption and usage rates of the products and services they have purchased;
• Map internal customer success metrics to proactively determine how much the purchased product or service is contributing to the customer's objectives;
• Coordinate and integrate cross-functional teams to ensure promises made during the sales process are consistently fulfilled;
• Maintain close relationships with customers and collaborate with them (co-creation) to support business expansion within the account and encourage cross-sell, up-sell, higher conversion rates, and improved retention;
• Work tirelessly and collaboratively with Sales and Support teams so customers clearly perceive the benefits of contract renewal;
• Learn from customer insights and work with Product to develop recommendations that ensure products and services deliver value and do not create friction for the customer;
• Drive rapid activation and time-to-value so customers begin using products and services quickly;
• Plan and execute customer onboarding, training and encouraging them to achieve high usage rates of purchased products and services;
• Coordinate with internal teams to ensure SLAs that affect the customer journey are met;
• Lead the Customer Success team.