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