Domain Architect – Customer Engagement
AGAD Technology
AzureCloudRPA
Customer Success Manager
Qodea
full-time
Posted on:
Location Type: Hybrid
Location: 🇵🇹 Portugal
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Build trusted relationships with key customer stakeholders by acting as their strategic partner throughout the managed services lifecycle.
- Own the delivery of contracted services, ensuring that all agreed deliverables are met in line with the service scope, timelines, and quality standards.
- Lead customer onboarding to ensure a clear understanding of contract scope, service expectations, and the path to first impact.
- Develop and maintain Joint Success Plans that align customer goals with service outcomes, driving accountability and shared success.
- Collaborate closely with Sales and internal teams to identify and support retention, expansion, and upsell opportunities within key accounts.
- Monitor service delivery and customer sentiment proactively, resolving issues and risks before they escalate.
- Act as the escalation point for both the customer and internal teams.
- Track and contribute to key customer success metrics (e.g. NPS, CSAT, retention, usage growth) to measure and communicate impact.
- Coordinate with Support teams to ensure a seamless experience and add value through proactive issue resolution and shared insights.
Requirements
- Demonstrable ability to present complex technical information clearly to both technical and non-technical audiences.
- Strong negotiation skills and emotional intelligence to foster positive stakeholder relationships.
- Proven active listening and conflict resolution skills to effectively address customer needs.
- Demonstrated project management skills, with a track record of meeting targets while managing multiple customers and workstreams.
- Extensive experience delivering services to enterprise customers, particularly in cloud computing and related technologies.
- Excellent analytical and troubleshooting skills for issue identification, reproduction, and data gathering.
- Proficiency in understanding the technical aspects of Google Cloud and the Workspace Platform, enabling you to act as a bridge between engineering teams and customer business functions.
- A natural curiosity for applying technology to solve complex problems.
Benefits
- We are a team of passionate people who genuinely care about what they do and the standard of work they produce
- Whilst we’re remote first, we have two hubs in Portugal: Lisbon and Porto
- 25 days’ annual leave, Juneteenth, your birthday off, and a paid office closure between Christmas and New Year's.
- Health insurance
- 15 days of paid sickness and wellness days
- A generous learning and development budget and an annual leadership development programme
- A strong company culture that includes weekly meetings, company updates, team socials, and celebrations
- In-house DE&I council and mental health first-aiders
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementanalytical skillstroubleshooting skillscloud computingGoogle CloudWorkspace Platform
Soft skills
negotiation skillsemotional intelligenceactive listeningconflict resolutionrelationship buildingcommunication skills
