Vaga de parceiro

Customer Success Manager - São Paulo / SP

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Detalhes da Vaga

  • Escolaridade Não Informado
  • Segmento Não Informado
  • Salário Não Informado
  • Área de AtuaçãoDiversos / Outros

O que você irá fazer

  • The CSM will act as the main point of contact for customers, ensuring successful onboarding, driving product adoption (Trusted Advisor), and fostering long-term relationships.
  • The CSM will work closely with top management, middle managers, and cross-functional teams to ensure the customers success and alignment with their business goals.
  • Responsibilities:Serve as the main point of contact for assigned high-touch customers, managing relationships from onboarding through ongoing engagement.
  • Build and maintain strong, long-term relationships with top management and middle managers in customer organizations.
  • Understand power maps and decision-making processes in customer organizations.
  • Understand customer strategy and how DG solutions can help in reaching these goals.
  • Develop and implement customized onboarding plans tailored to individual customer needs.
  • Create and manage customer success plans that align with the customers business goals and desired outcomes.
  • Prepare both standard and custom documentation to support onboarding and ongoing engagement.
  • Lead weekly and daily communication touchpoints with customers to provide updates, resolve issues, and offer strategic advice.
  • Collaborate closely with the Operations team for seamless handoffs in the last phase of project delivery.
  • Collaborate closely with the Sales team for seamless handoffs and cooperative customer management.
  • Organize quarterly business reviews (QBRs) and take part in annual SteerCo meetings to discuss performance, progress, and future goals.
  • Monitor customer health, proactively address challenges, and drive customer retention and growth through tailored engagement strategies.
  • Promote advocacy programs, webinars, and external presentations, positioning the customer as a success story for internal and external audiences.
  • Collaborate with product teams to provide input on the roadmap based on customer feedback and requirements.
  • Prepare and deliver quarterly business reviews (QBRs) for high-touch customers, focusing on performance metrics, business value, and strategic alignment.
  • Generate custom pricing proposals when necessary and assist in contract renewals.
  • Work intensively with Sales and Support teams to ensure a coordinated approach to customer management.
  • Drive internal and external success stories, including developing 3 internal and 1 external story per customer annually.
  • Engage customers in advocacy programs, helping them to present their success stories at user conferences and other industry events.
  • Lead webinars with product owners and advocates to showcase customer successes and product enhancements benefits to Customers.
  • Accelerate time to value by guiding customers through their maturity journey and upselling digital and advisory services.
  • Coordinate with Partner, if Partner is engaged in project delivery and/or L1 support.
  • Maximize the return on investment from our software and services.
  • Continuous Service Improvement, benefit from ongoing enhancements based on customer feedback and industry trends.
  • Build a long-term, collaborative relationship with our team dedicated to their success.
  • Participate in the tendering process during acquisition of new High-touch customers, by providing answers to customers requests, participating in tendering calls with customers, and closely collaborating with Tendering, Sales and Support during the whole process.
  • Who will you report to? The Customer Success Manager will report to the Customer Success Leader - International Team Environment: You will be part of a collaborative team that includes Sales, Support, Product, and international CSM teams.
  • Location:São Paulo/SP, BrazilQualifications:Bachelor''s degree in Business, Computer Science, or a related field.
  • Proven experience in a customer-facing role within the software industry, with a focus on customer success, account management, or similar functions.
  • Strong understanding of software products and the ability to communicate technical concepts effectively to non-technical stakeholders.
  • Excellent communication, interpersonal, and negotiation skills.
  • Ability to thrive in a fast-paced, dynamic environment and drive initiatives independently.
  • Familiarity with customer success platforms and tools is a plus.
  • Support up to 10% international travel yearly.
  • English & Spanish (Spoken & Written)#J-18808-Ljbffr

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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