ActualitésFocus RH

Offre d’emploi : Customer Success Manager, à Medellin

Customer Success Manager


 

We are looking for amazing talent, someone who can contribute to our customer experience efforts and deliver results! Eventtia is actively seeking a Customer Success Team Lead who will manage a growing international team of Customer Success Managers. This role requires broad customer success experience, the ability to quickly understand complex and time sensitive customer escalations, and excellent relational skills to connect with international clients and perform customer research. 

As a key member of the Success team, you will collaborate with Sales and Development teams to guarantee that our users get the maximum value out of the platform building customer loyalty and revenue. 

Key Accountabilities:

Guarantee the quality of the support across our different geographies and teams. 
Provide proactive support. Identify and mitigate red flags
Develop customer experience research initiatives
Establish and improve customer and onboarding methodology
Develop educational material (Knowledge base and webinars)
Communicate with clients about best practices, tips and new features. 
Report on activity with relevant KPIs. 
Analyze and increase account utilization
Coach and motivate our customers/attendees to get the most out of our products.
Support our customers/attendees in effectively navigating our product experiences by illustrating the value created from our product offering
Increase customer retention

Desired Skills and Experience:

Customer success/account management experience -building relationship with enterprise clients
Managing conflict resolution, we are looking for strong project management skills
Strong communication and presentation skills
Ability to work in fast-paced, team environment with a high sense of urgency
Previous experience of working in a commercial / client facing environment required. (4 – 5 years experience preferred), ideally in a B2B/SaaS/Startup environment 
an open mind and flexible attitude toward problem-solving
Fluent english and french.

The position is open in our Medellin office. 

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