Position requested: Customer Success Manager
Location: Remote LATAM
Experience Required: 3–5 years in Customer Success or similar customer-facing roles
Education: Bachelor’s degree in business administration, Information Systems, or a related field (preferred)
Employment Type: Contract or Employee
About the Role:
We are looking for an experienced and driven Customer Success Manager (CSM) to join our team. The ideal candidate will play a pivotal role in ensuring our customers achieve their goals through our services. This role requires a unique blend of relationship management, operational oversight, and strategic planning to drive customer satisfaction, retention, and growth.
Key Responsibilities:
- Customer Relationship Management:
- Build and maintain strong relationships with customers, acting as the primary point of contact.
- Partner with key business executives and stakeholders to align customer needs with our solutions.
- Ensure the timely and successful delivery of services, enhancing the overall customer experience.
- Crisis Management:
- Serve as the escalation point for critical or major incidents.
- Ensure 24/7 availability during emergencies to resolve issues promptly.
- Operational Oversight:
- Coordinate with internal teams to ensure smooth operations and service delivery.
- Oversee and manage customer budgets, providing periodic account status reports to upper management.
- Service Delivery Excellence:
- Monitor the quality and timeliness of service delivery to ensure compliance with service-level agreements (SLAs).
- Identify and address service quality issues proactively.
- Business Monitoring and Reporting:
- Track and analyze service performance metrics to ensure alignment with customer objectives.
- Provide detailed reports and insights on accounts, delivery quality, and budget utilization.
- Strategic Growth and Advocacy:
- Identify opportunities to expand our value within customer accounts.
- Advocate for customer needs internally to continuously improve service offerings.
Qualifications:
- Proven experience in Customer Success, Business Relationship Management (BRM), or similar role.
- Familiarity with Oracle EPM tools and systems is a plus.
- Strong analytical skills with experience using data to inform decisions.
- Proficiency in CRM tools and basic data analysis.
- ITIL knowledge (desirable but not mandatory)
Soft Skills:
- Strategic thinker with excellent communication and relationship-building skills.
- Adaptable and able to thrive in a fast-paced environment.
- Team-oriented with a proactive approach to problem-solving and decision-making.
- Customer-oriented, with a strong focus on understanding client needs and delivering value.
- Commercial mindset, capable of identifying growth opportunities and driving customer account expansion
What We Offer:
- A collaborative and innovative work environment.
- The opportunity to work in a global company with top-tier clients.
- Opportunities for professional growth and development.
- Competitive compensation
