As a Customer Success Manager your main goal will be advise clients on how to maximize the value they get in their business using our solution. You will lead planning sessions with the client and the Key Account Manager to understand the client's needs and business objectives and develop a tailored plan to guide them towards achieving the desired results. Together with the Key Account, you will have the objective of building strong relationships with clients ensuring solution adoption and account growth.
🌎This position must be located in México (contractor).
Responsibilities will include:
- Definition of business objectives and success KPIs for assigned accounts
- Development of Account Plan and growth strategy with the Key Account
- Consulting and support in the implementation of new solutions, channels or use cases
- Quartely Business Review to monitor KPIs, on-going projects and planning for next period
- Identify opportunities for growth and expansion of the accounts in chargeUsage recommendatios and best practices
- Escalation of problems and early warning of risks that can prevent a churn
- Training focused on the business needs of your clients
Qualifications:
- More than 2/3 years of experience in Customer Success in handling and managing Enterprise clients
- Ability to build and maintain strong relationships (internally and with clients)
- Experience working with Banking, Telco, and Ecommerce clients.
- Prior experience in Telecommunications is a strong plus.
- Collaboration and teamwork skills, relationships, time management, sense of urgency and prioritization of tasks are essential to the success of this position
- Listening, presentation and communication skills at all levels of business
- Data management and analysis
- Strategic thinking and focus on results
- Ability to solve problems and propose solutions
- It's essential to have experience working in SaaS companies, Startups
- It's a plus to know about user experience (UX) design and automation of service channels and instant messaging
Educational Requirements:
- Bachelor's degree in Administration, Communication or Engineering (not exclusive)
- Project Management advanced
- English advanced
- Knowledge and management of Customer Success tools (Ej. Gainsight)
What we offer:
- Opportunity to work in a multicultural company with colleagues and clients from different countries
- Work in a position with growth opportunities
- Flexible schedule
- Birthday day off
- Anniversary days
- Experience an exceptional working environment
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What We Do
Engageware is the only comprehensive provider of customer engagement solutions, enabling businesses and organizations to resolve their customers’ needs at the first interaction. Engageware’s end-to-end customer engagement platform is powered by conversational and generative AI to automate responses to routine questions, provide instant access to knowledge bases, and give organizations a holistic view of the customer journey. With the acquisition of Aivo, more than 700 organizations in the banking, financial services, retail, health, and education sectors rely on Engageware’s solutions to drive growth with increased sales and conversion, improve multi-channel customer experience, automate customer service, and reduce call center workload. Engageware’s platform allows synchronous channel handoffs and robust data and analytics to inform strategic business decisions that drive growth, efficiency, and stronger customer relationships. Engageware is a portfolio company of Clearhaven Partners.
