Vaga de parceiro

Customer Success Manager - Agudos / 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

  • Application Language: Please submit your CV in English.
  • Applications submitted in other languages will not be considered.
  • Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form.
  • While this is optional, candidates who provide a video presentation will be given priority.
  • About our Client: Our client is the jewelry industry's leading SaaS provider, offering state-of-the-art digital solutions that streamline and enhance the buying, selling, and trading of diamonds, gemstones, and jewelry.
  • We are seeking a highly motivated Customer Success Manager to join our team and drive outbound demand generation to fuel our sales pipeline.
  • Role Overview: As a Customer Success Manager (CSM), you are the expert on the company, and our customers, and an elite communicator/relationship builder.
  • You build trusting relationships with the companys paid subscribers to ensure our customers are using the company products successfully.
  • To do this, you understand the customers business goals and guide them toward successful adoption of the company products to keep them satisfied and engaged.
  • Your goal is to change the attitude of our customers toward our company as an indispensable strategic partner to the long-term success of their business.
  • To put numbers on it: you drive more renewals, upgrades, and referrals.
  • Responsibilities Become an expert of the Jewelry industry, VDB solutions and opportunities, and our individual paid subscribers through research, interviews, and loads of empathy.
  • Onboarding: Run hand-off meetings from sales.
  • Kick off meetings with customers.
  • Gather all requirements from customers.
  • Hand off client betas for testing.
  • Demo features and train customers on how to use their new apps.
  • Collect feedback and support customers after launch.
  • Keep projects moving, follow up on next steps from customers and colleagues, and raise risk/escalate projects if they are falling behind.
  • Collect requirements for new feature requests and communicate them to the product team, then announce the features to customers when they are ready and train them on how to use them.
  • Monitor feature adoption, usage, and Customer Health Scores to understand the status of accounts.
  • Intervene with training & support documentation/videos for end users & admins/app owners when needed to reduce churn/increase renewals.
  • Coordinate with sales, implementation, product, and support to improve all customer journey touchpoints.
  • Up-Sell/Cross-Sell - Identify up-sell and cross-sell opportunities and communicate them to the sales team.
  • Customer Advocacy - Turn successful VDB customers into brand ambassadors.
  • Generate reviews, case studies, referrals.
  • Update Salesforce with all touchpoints and keep colleagues updated on customer status and insights.
  • Skills/Traits Excellent English written and verbal communication is a must.
  • Extremely well-organized & punctual - you will be managing a lot of customers.
  • You need to keep track of all follow-ups and ensure nothing falls through the cracks.
  • Predictive - assess risk/opportunities to predict who is about to churn or who is ready for an upsell.
  • Proactive - you are not reacting to support issues, but are leading the client on a journey to success.
  • Success-oriented - focused on driving more revenue (e.
  • g.
  • subscriptions, renewals, and upsells).
  • Analytics-focused - identify the best opportunities in our pipeline upon which to act.
  • Highly-Desired Experience Startup or entrepreneurial experience - This is a new team, with no established protocols.
  • You must be self-driven, comfortable with ambiguity, and ready for a ton of problem-solving to succeed in this role.
  • Experienced in and passionate about the Jewelry/Fashion industry.
  • Sales experience is highly preferred (some kind of demonstration of relationship building is a must).
  • Experienced in leadership roles and working with cross-functional teams.
  • Research experience.
  • Project Management experience is a plus.
  • Experienced with CRM and Project Management Software.
  • If this opportunity sounds good to you, send us your resume! #J-18808-Ljbffr

Informações Adicionais

  • Quantidade de Vagas 1
  • Jornada Não Informado
 

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