Brazil Job Openings
Netvagas
Customer Success Manager
Belo Horizonte
October 14, 2024
Descrição:What were looking for
Required Skills/Abilities:
Preferred Skills/Abilities:
Education and Experience:
Other:
Objectives for the role
What youll do
2410150202401126061
- Demonstrated high level of collaboration with other technology teams such as Professional Services and Customer Support
- Enthusiasm for customer success and excellence, especially within the Saa S space
- Willingness to learn, collaborative, growth mindset, goal oriented comfortable with ambiguity / changing priorities as part of the start-up culture
- Proven record of delivering effortless customer experience, and customer-centric internal communications
- Experience collaborating with cross-functional teams to support joint outcomes through customer lifecycles
- Demonstrated ability to communicate effectively via oral & written formats: Power Point and Excel skills are a must, especially with multiple stakeholders/personas
- Demonstrated creation of data-driven customer action plan strategies
Required Skills/Abilities:
- Excellent written and verbal communication skills with internal and customer stakeholders
- Excellent time management skills, managing work time responsibly and efficiently
- Escalation and conflict management skills
- Independent, critical thinker/problem-resolution skills
- High accountability to team outcomes
- 7+ years of experience in direct customer engagement roles
- 5+ years of SAP experience
- Strong verbal and written English
Preferred Skills/Abilities:
- 7+ years of account management, customer success, or managed services
- 2+ years of previous direct people management experience
- CRM experience, managing expansion opportunities and customer relationship mapping of a large book of business
- 5+ years of SAP PM and/or EAM experience
- Microsoft Office/O365 experience
Education and Experience:
- Bachelors degree (B. A.) in a related field or equivalent combination of education and experience.
Other:
- Located in Brazil; Hybrid in Belo Horizonte office preferred
- Willing to travel up to 25% (domestic and international)
Objectives for the role
- Identify and surface broad customer trends and data in internal meetings.
- Partner with Sales and Marketing to ensure the full customer lifecycle is cohesive, thoughtful, and measured.
- Manage a small portfolio of high value customers while leading the CS Function.
- Measure and monitor KPIs to draw insights and execute actions.
- Accountable for the day-to-day execution of their direct reports (CSMs).
- Foster and develop collaborative relationships with key cross-functional leaders.
- Accountable for the renewal, retention, adoption and growth KPIs of the customer portfolio.
- Build close alignment with the Sales org to enable seamless Pre-Sales to Post-Sales transitions for customers.
- First level escalation point for customers.
- Build relationships with key strategic customers.
What youll do
- Supervisory Responsibilities
- Direct supervisory responsibility for a team of Customer Success Managers, building a team of customer-centric, trusted advisors for their portfolios
- Mentor and train CSMs on Customer Success practices and processes
- Document and review CS Playbooks and Processes
- Carry a book of business while the team grows (i.e., Player Coach)
- Customer Success Program Building Partner with head of Customer Success to:
- Forecast headcount needs, address resource gaps and make data-driven team allocation prioritization decisions
- Design and execute strategic initiatives aimed at founding and evolving the CS programs at Sigga, focusing on predictably increasing NRR, expansion, and adoption
- Hire and manage a team of customer success managers to build a best-in-class customer experience that builds trust every step of the way
- Shape a success culture that communicates thoughtfully with our customers engineering and finance IT and business unit teams and helps shape product improvements
- Trusted Advisor for your Book of Business Build great customer relationships and set customers up for success by:
- Understanding goals, strategies, & initiatives and establishing Sigga Technologies as the best-in-class workflow
- Maintain customer health by developing and executing customer success plans that reflect a holistic path for customers to achieve ROI
- Outcomes and Risk Management of Your Book of Business:
- Drive adoption of Sigga Technologies products to enable customers to achieve business value and critical outcomes
- Measure and monitor KPIs to draw insights and execute actions
- Own customer lifecycle experience including renewal conversations and exceed cross-sell revenue retention goals
- Partner with Account manager and share growth opportunities
- Stay current on Sigga Technologies products and services and develop use cases to drive customers to adopt best practice standards.
- Proactively manage at-risk customers and develop success plans, prevent churn and reduce unnecessary escalations.
- Expand CSPs to include additional outcomes as customer needs evolve
- Collaborate with Sales and Marketing to develop customer case studies
2410150202401126061
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