Binario Cloud

Customer Support

• Build and lead the Customer Experience (CX) function
• Ensure the customer journey is well organized
• Improve satisfaction metrics
• Strengthen cross-functional integration
• Map and evolve the customer journey
• Define and implement clear operating workflows
• Establish governance for process changes across departments
• Ensure structured communication when changes affect customers
• Standardize playbooks and team rituals
• Act as a bridge between Sales, Projects, Operations and Finance
• Lead internal awareness campaigns on customer processes
• Establish tiered segmentation and a service model
• Monitor KPIs such as Churn, Health Score, NPS/CSAT, Adoption, Engagement and Onboarding time
• Ensure accuracy and integrity of customer data
• Generate actionable insights for internal teams
• Participate in strategic meetings with customers
• Support retention and expansion efforts when needed
• Develop a visit plan prioritizing critical (Tier 1) customers.

Customer Experience Coordinator

Project Manager

• Develop project plans, including scope, schedule, budget, and required resources
• Work collaboratively with other departments to ensure project integration and smooth execution
• Ensure that all projects are documented and kept up to date
• Ensure that all projects comply with applicable standards and regulations
• Promote a culture of innovation and continuous improvement
• Produce reports on project performance and present analyses to management
• Identify, analyze, and mitigate risks that may impact project success
• Ensure projects meet established quality standards
• Monitor project progress, hold status meetings, and adjust plans as necessary