Customer Success Manager

Hi there! We are Jules and our client is looking for a Customer Success Manager!

NOTE TO APPLICANTS:

• Eligibility: This position is open to candidates residing in Latin America.

• Application Language: Please submit your CV in English. Applications submitted in other languages will not be considered.

• Professional Presentation: We encourage you to showcase your professional experience by including a Loom video in the application form. While this is optional, candidates who provide a video presentation will be given priority.

About the Position

The overall goal for the Customer Success Manager is to ensure seamless onboarding, build strong customer relationships, proactively resolve issues, drive retention and upselling, deliver effective training, and continuously improve internal processes to achieve high customer satisfaction and success metrics.

Key Responsibilities

1. Customer Onboarding and Implementation:
- Guide new customers through the initial setup and implementation process after they complete the sales funnel
- Ensure a smooth transition from the sales funnel into pilots and deployments (PD)
- Project manage all aspects of the PD process
- Provide training to all levels of employees within the factory
2. Customer Experience (CX) Management:
- Build strong, long-lasting customer relationships to drive retention
- Serve as the main point of contact for problems and support tickets
- Create processes to continuously gauge and improve CX relationships
3. Proactive Support:
- Monitor customer usage data to identify potential issues or areas for improvement
- Provide proactive solutions to help customers optimize their use of the software
4. Retention and Upselling:
- Ensure customers smoothly transition through the renewal period
- Identify opportunities for upselling or cross-selling additional features or services
5. Support Tickets:
- Address and resolve customer issues promptly and effectively
- Coordinate with the development team to ensure timely resolution of technical problems
- Own and improve the ticketing process, software, and structure
6. Performance Tracking and Reporting:
- Define CX KPIs and ensure consistent data collection of the metrics
- Communicate performance metrics to sales, product, and CX management 7. Training and Education:
- Develop and deliver training and educational content (webinars, videos, FAQs,
help desk guides)
- Communicate new features and updates to customers
- Help customers understand and plan to use the software to achieve their goals
8. Sales Support:
- Assist in the conversion process from pilots to deployments.
9. Process Development:
- Identify, plan, and implement improvements to internal processes Requirements
The CS Manager needs to:

• Inspire confidence within our customers regarding the companys service
• Communicate clearly and succinctly through verbal and written means
• Be personable and a relationship-builder
• Be punctual and diligent
• Be exceptionally organized with a project management mindset
• Hold a positive attitude and solve problems and conflicts creatively
• Hold an MBA or similar professional designation
  

Nice to Have

• Engineering degree
• Experience within a CI team, preferably in a high-paced manufacturing environment
• PMP certification or similar experience
• Leadership role in a manufacturing business
• 3+ years of work experience
• A track record of high performance and success in your career

If this opportunity sounds good to you, send us your resume!