Customer Success Manager
ACOM Sistemas
full-time
Posted on:
Location Type: Hybrid
Location: Curitiba • Brazil
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About the role
- 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.
Requirements
- Communication skills;
- Problem solving;
- Product knowledge;
- Data analysis;
- Project management;
- Negotiation;
- Experience in technology companies or SaaS;
- Knowledge of the Food Service market.
Benefits
- Happy Day on your birthday — one day off to dedicate to yourself;
- Company social events;
- Emotional wellness check-ins;
- Workplace exercise/stretching sessions;
- Emotional wellness program.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisproject managementcustomer onboardingcustomer retention strategiescustomer communication strategycross-functional team coordinationcustomer success metricscontract renewalproduct knowledgeSaaS
Soft Skills
communication skillsproblem solvingnegotiationcollaborationleadershipcustomer relationship managementstrategic planningadaptabilitycreativityinsight generation