A day in the role:
- Improving Customer Health
- Working with Account Directors and the Executive team to identify and support all customers in your portfolio, improving red/amber customer health to green, and ensuring ARR is retained.
- Developing Customer Success Plans with customers that includes critical success factors, executive and operational goals and a plan for areas to collaborate on to achieve those goals, and a summary of planned activities with all parts of Objective.
- Establishing a trusted adviser relationship that works to ensure customers’ overall satisfaction with Objective product(s).
- Product Education & Updates
- Assisting customers in upgrade planning and embedding change.
- Providing technical guidance and supporting customers transformation strategies.
- Working with customers and executives to understand value proposition of Objective’s products through the Value Program and evangelising success stories.
- Portfolio Growth
- Identifying opportunities where additional services, training, or Objective products may help customers meet their goals or resolve challenges. Provide these as Customer Success Qualified Leads (CSQLs) to the Sales team.
- Issue Resolution
- Working collaboratively with Project Managers, Customer Support, Managed Services and Product Management to prioritise, drive and ultimately ensure the resolution of escalated customer issues, raised through Objective Support Incidents (OSI).
- Collaborating cross functionally within Objective to resolve ad hoc customer requests, pain points, and escalations, to ensure customer retention.
- Working collaboratively with RSDs, Sales, Finance and Product Management to prioritise and drive the resolution of escalated Non OSI customer issues.
- Continuous Improvement
- Acting as the Voice of the Customer internally: reporting and acting on observed areas for improvement.
- Supporting the development, implementation, and growth of Objective’s Customer Success program.
- Continually contributing to the improvement of internal processes to deliver better experiences to Objective customers.
Your skills, experience and beyond:
- Minimum of 7+ years of Customer Success Experience from an IT/SaaS background.
- Excellent verbal and written communication skills with an outlook of finding ways to build, create and deliver outcomes.
- Salesforce CRM experience.
- Excellent interpersonal skills with a demonstrated ability to work in a cross-functional team environment.
- Advanced working knowledge of Content & Process products.
- In-depth knowledge of business areas including customer service & client management, and software sales.
- Strong commercial and business knowledge, understands the needs of the customer to demonstrate the use cases of the product effectively.
- Exceptionally strong conflict resolution, negotiation, and problem-solving capability.
- Confident and assertive when addressing issues with both customers and internal stakeholders.
- Excellent stakeholder management capability: can build and maintain quality relationships with a diverse set of internal and external stakeholders, and customers across all organisational levels.
- Applies knowledge of industry business drivers and best practices to business operations.
Why join Objective?
- Your work has a purpose- everything we build helps customers deliver outcomes that matter.
- You’re supported Flexible work, genuine care, and a focus on wellbeing are central to life here.
- You can grow. We invest in learning, development, and giving people opportunities to stretch their skills.
- You’re part of a great team. High trust, collaborative, and a culture built around teamwork and quality.
Top Skills
What We Do
We’re formed by a team of creators, passionate about code, agile methodology and focused on sharing knowledge to generate value for our customers through digital solutions.
Discovering innovative paths in complex and strategic projects, we guarantee the quality of delivery in scale through continuous tests automation, which creates the necessary confidence for creating long-standing relationships among employees, customers and partners.
For over 20 years, we have contributed to the success of the largest telecommunications companies in Brazil with digital solutions for billing and subscribers management. And through our experience and knowledge, we expanded our offerings with a portfolio of digital solutions, consultancies and software development teams for the most varied market segments, such as manufacturing, finance, education, retail, health and utilities.
The United States unit was founded in 2017, in Chicago, allowing us to deliver the same quality, expertise and specific IT solutions to American companies.
The company belongs to the Objective Group, which includes E-TRUST, specialized in information security and Identity Management, CodeIT, which develops systems for insurance and social security and ELEFLOW with BI solutions and Big Data Analytics.
If you like challenges, learn constantly and value personal connections, join us!
Other interesting information about us you should know:
- One of the best companies to work in Paraná, Brazil, according to GPTW
- We offer one of the best remuneration in Brazilian IT market, according to Glassdoor
- Offices in Brazil (São Paulo, Maringá, Curitiba) and Chicago
- We’re a benchmark of agile development, with a case published on ‘The Scrumban [R]Evolution: Getting the Most Out of Agile, Scrum, and Lean Kanban’ book, from Ajay Reddy
