Regional Manager, Client Success

Essential Duties / Responsibilities:

• Develop and implement strategies and frameworks for the client success operation, aligning with the company's overall goals and objectives;
• Manage the client portfolio for the regions, seeking a net client retention of above 100%;
• Manage the successful implementation of all new clients within budget and timelines;
• Build and lead a high-performing client management team, providing guidance, support, and mentorship to ensure exceptional service delivery;
• Establish and maintain strong relationships with key stakeholders, including executives, sales regional and executives, decision-makers, and influencers within client organizations;
• Serve as the primary point of contact for escalated client issues, working collaboratively with cross-functional teams to resolve challenges and increase satisfaction of clients in distress;
• Help the team renew and renegotiate contracts when needed;
• Analyze client usage data and performance metrics to track progress, identify trends, and proactively address any issues or opportunities with the team;
• Work together with sales to identify and direct opportunities for upselling and cross-selling within the existing clients;
• Identify marketing material based on clients business cases and intermediate contacts for marketing campaigns and referrals from clients;
• Collaborate with product and other teams to identify product enhancements based on client feedback and needs;
• Collaborate with other regions to identify and replicate best practices around the world;
• Undertake internal projects for continuous improvement and innovation of the client management operation;
• Utilize current technology (Churn-Zero) provide tracking, reporting and process consistent with all over regions.
• Develop and deliver regular reports to senior leadership, providing status, insights and recommendations to drive and grow the business, and gather directions on difficult situations.
• Other duties as assigned.

Requirements:

• Bachelor's degree in business, marketing, technology, or a related field; MBA or advanced degree preferred;
• Proven track record of success in client management, account management, or client success roles, preferable in the tech or high education industries;
• Advanced Portuguese, and English for interacting with customers in Brazil and Latin America and with the Symplicity team and senior leadership.
• Preferred location: Belo Horizonte and surrounding areas
• Availability to travel: 1–2 times per month

Soft Skills Required:

• Strategic thinker with a results-oriented mindset and a passion for driving customer satisfaction, managing their expectations and improving retention;
• Strong leadership and team management skills, with the ability to inspire and motivate a diverse team to achieve common goals;
• Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with clients at all levels of the organization, managing change within the clients and internally;
• Ability to work in collaboration with different areas to achieve better results for the regions as a whole;
• Holistic view of the business and our solutions, understanding the impact of specific decisions in a broader scenario;
• Analytical and critical mindset in order to take conclusions and drive directions with limited information, with the ability to interpret data, draw insights, and make data-driven decisions;
• High level of organization, with the ability to prioritize and manage multiple projects simultaneously;
• Resilience to work under pressure balancing both the client’s and the company’s needs and goals.