Customer Success Manager

6 giorni fa


Lazio, Italia Jr Italy A tempo pieno

col-wideJob Description:Atom Chat es una plataforma SaaS B2B especializada en Comercio Conversacional a través de Whatsapp, impulsada por inteligencia artificial que permite a las empresas maximizar sus ventas digitales al mismo tiempo que les permite integrar y mejorar radicalmente sus puntos de contacto con los clientes. Descripción del Puesto El equipo de Customer Success es el área encargada de garantizar el éxito de los clientes a través del entendimiento de la industria, conociendo las mejores prácticas y generando valor a las experiencias conversacionales con sus usuarios finales.El Customer Success Manager deberá involucrarse en todas las etapas del customer journey, estableciendo una comunicación directa con los clientes, enfocado en la priorización de estrategias que permitan la fidelización de clientes y a su vez construyendo relaciones duraderas, brindando propuestas de valor personalizadas al caso de uso, logrando una comprensión profunda de las necesidades del target, velando por sus intereses y cuidando del usuario final.Deber ser una persona con alto sentido de responsabilidad, conocimiento a profundidad del producto, empatía y capacidad de análisis. Así como poseer habilidades comunicativas, trabajo en equipo y una clara orientación al cliente, permitiendo el logro de objetivos propuestos del área.ResponsabilidadesMantener reuniones periódicas con los clientes para demostrar resultados relevantes y colaborar en el diseño de estrategias de mejora.Llevar a cabo la implementación de proyectos según los estándares de documentación y procesos establecidos.Desarrollar una comprensión completa del customer journey en las industrias asignadas, para asesorar a los clientes y generar casos de éxito.Interactuar con los buyer personas para comprender sus procesos actuales, identificar puntos de dolor y métricas de éxito.Capacitar a los usuarios finales en las diversas funcionalidades de nuestra plataforma, brindándoles las herramientas necesarias para maximizar el valor obtenido.Cumplir con los objetivos de expansión establecidos (mediante estrategias de up-selling y cross-selling).Mantener los índices de salud y satisfacción del cliente (NPS y CSAT).Identificar y escalar solicitudes de nuevas funcionalidades para satisfacer las necesidades de los clientes, asegurando una comunicación clara sobre el progreso de las implementaciones.Actuar como la voz del cliente dentro de nuestra empresa, identificando patrones y áreas de mejora en la experiencia del usuario y colaborando en la evolución de nuestro producto.Habilidades Excelentes habilidades de comunicación, negociación y manejo del cliente.Orientación a resultados y capacidad demostrada para cumplir con objetivos establecidos.Alta capacidad de organización y gestión del tiempo.Habilidad para construir relaciones sólidas con los clientes, fomentando oportunidades de upselling y expansión de cuentas.Actitud empática y positiva, con un enfoque en ayudar tanto a los clientes como al equipo interno a alcanzar sus metas.Capacidad para identificar y abordar proactivamente factores de riesgo, con el objetivo de minimizar la tasa de cancelación (Churn).Curiosidad técnica y pasión por la tecnología, con agilidad en el aprendizaje de nuevos procesos y herramientas.Requerimientos Más de 2 años de experiencia en empresas de SaaS o plataformas conversacionales.Al menos 2 años de experiencia en roles de Customer Success o similares.Experiencia previa con HubSpot, especialmente en sus módulos de ventas y marketing.BeneficiosRelación laboral a largo plazo bajo modalidad de prestación de servicios.Sueldo competitivo en USD.20 días hábiles de vacaciones al año pagas.Días festivos o feriados del país de residencia libres.Reintegros por servicios de salud y bienestar.Budget para capacitaciones y desarrollo de carrera.Revisiones salariales por performance anuales.Cultura centrada en las personas, donde apoyamos tus sueños personalesLa posición es 100% remota desde LATAM.#J-18808-Ljbffr


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