Customer Success Specialist
messangi
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Lead the processes of retention and growth of existing accounts.
- Ensuring that clients achieve successful results through the use of Messangi products and services
- Identify opportunities to expand existing accounts (upselling and cross-selling), in conjunction with the Sales team.
- Manage product adoption processes, renewals, referred customers, among others
- Serve as an expert and reliable advisor to clients, educate them on the use and benefits of our products.
- Turn customers into product and industry experts
- Support new customers during the onboarding process (initial configurations, services set-up, first steps in use): understand their needs and teach them the best way to use the products and services, so that they obtain results from value in the shortest possible time
- Craft and evangelize customer success stories with Messangi, articulate use cases, and drive value propositions to existing customers.
- Take care of the client within Messangi: share the feedback received with the Product, Development, Support, Marketing and Sales teams to encourage innovation, product improvements and user experience.
- Periodically monitor billing and collection, usage and consumption patterns, usage and cost optimization opportunities, product roadmap, critical or recurring incidents, as well as customer satisfaction in general.
Requirements
- 3 years of experience in customer interaction roles: support, post-sales, customer success, desirable with Cloud software products.
- Solid oral and written communication skills: able to adapt to the client's language and translate their proposals into the technical language required in Messangi, and vice versa.
- Strong organization and time management skills: will serve a wide and growing portfolio of clients, prioritizing according to the importance of each account and relying on technological tools to achieve full coverage.
- Ability to solve both simple and complex problems: try to meet customer requirements by adapting existing functionality or persuade them to take advantage of already available features where possible.
- Understanding of medium and high complexity platforms and solutions
- Strong analytical, data understanding and interpretation skills: basing actions and strategies on available data and its analysis, being able to question intuition
- Knowledge of the industry of software services and cloud-based platforms, B2B solutions, APIs, internet, cellular technology.
- Able to easily interact with senior executives (CXOs, presidents, vice presidents, directors) and representatives of various areas (technology, marketing, finance, etc.).
- University degree in business, marketing, computer science, telecommunications or related disciplines
- Intermediate to advanced English language proficiency
- Desirable experience in the use of CRM tools, spreadsheets, data analysis, Google Workspace suite.
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successupsellingcross-sellingproduct adoptiondata analysisproblem solvingcloud softwareB2B solutionsAPIstelecommunications
Soft skills
communicationorganizationtime managementanalytical skillsadaptabilitycustomer interactionrelationship buildingpersuasionclient educationfeedback sharing