Manager, Customer Success

As a Customer Success Manager, you will be responsible for the services ensuring prompt response to customers’ needs. Your challenges are to visualize and manage the entire customer journey: Customer Support and Customer Experience. In Customer Success, you will manage the service transformation, bringing customer solutions, innovations and proposals to ensure the operation. You will also be responsible to achieve a revenue goal for each period. Key Responsibilities In this role, you will… Manage key actions through deep dive analyses, lead continuous improvement processes in Customer Success area with focus on service level and customer experience improvement. Lead key initiatives and automation projects to increase operational productivity and ensure scalability. Serve as liaison between sales and Service teams to develop concepts and coordinate better customer experiences. Establish KPIs and SLAs related to customer support (phone, chats and tickets) to drive performance across the region. Monitor analyze and act on Customer feedback (NPS/Complaints) when appropriate. Ensure support complaints are handled effectively, and root causes of issues are addressed. Keep shared information related to Customer Service, and Service Sales up to date. This includes SOPs, Work Instructions, and best practices. Comply with all safety policies, practices, and procedures. Provide planning and controlling development of the support and service needs. Evaluates customer support and field service quality to ensure customer requirements are met. Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support. Regularly review the quality level of customer support, and Service Sales for customers across the region, and drive changes and improvements to continually ensure a high standard of service. Ensuring the business operates within the company's mission statement. Participate in proactive team efforts to achieve departmental and company goals. Provide support to audit processes and quality management system as required. Work in partnership with the internal areas in developing and sharing best practices and common solutions. Skills, Knowledge & Expertise In this role, you’ll need… To hold bachelor’s degree in Business Administration, Finance, or related areas. To be fluent in English is required. To be advance in Spanish is desirable. 6-10 years of experience in Customer Service, Customer Support, Customer Success, Customer Experience, or related areas. To be a strategic, analytical, and innovative thinker capable of deriving insights from data to improve processes and services, as well as leading digital transformation. Experience in projects coordination bringing solutions in order to implement innovations, increasing productivity and improving the service level. Solid experience managing people, developing and supporting to advance and deliver results.