Salary: Negotiate

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Location: REMOTE / Mexico (English and Spanish speaker)

The Customer Success Manager is responsible for high-level relationship management for a group of accounts in the LatAm region, acting as client liaison throughout the customer lifecycle. Develops customer relationships that promote retention and loyalty and prevent churn. Works closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Supports the post-sales customer lifecycle as it relates to customer adoption, on-going support, product optimization and expansion. Builds relationships with all relevant stakeholders as trusted advisor. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.

Works to grow the client relationship by identifying new business opportunities and find areas of improvement. Consults with Project Managers on project status to help ensure timely deliverables.


PRIMARY ROLE & RESPONSIBILITIES


  • Become a trusted customer advocate within Alvaria, building customer stakeholder relationships so they are advocates for Alvaria, able to articulate the business success achieved in using the Alvaria products
  • Support customer renewals, proactively identifying and prioritizing resources, and effort according to perceived risk, potential growth, strategic value, and renewal timeframe
  • Own the customer’s journey, all the way from onboarding to preventing churn, with a focus on product adoption and customer experience
  • Encourage a level of customer self-sufficiency; address training requirements; provide guidance on best practices; provide a level of oversight for professional services projects
  • Identify the customers strategic business priorities and initiatives
  • Development and regular review of a Customer Success Plan supporting adoption and customer success with their Alvaria products
  • Partner with the Sales team on account plans, expansion opportunities, quarterly business reviews, etc.
  • Proactive account support planning targeted at issue prevention & management
  • Develop and maintain stakeholder maps to ascertain and communicate proactively with users, influencers, and decision makers facilitating account management improvements as warranted
  • Conduct periodic customer management/executive reviews focusing on corporate updates, life cycle management, support metrics, training, trend analysis etc.
  • Act as a single point of communication and coordination for tactical issue planning and resolution
  • Assess and report on Customer Health across engagement, sentiment, relationship, ROI, advocacy, adoption, and utilisation
  • Maintain oversight of active implementations; advocate when needed
  • Ensure thoroughness of implementation handoffs - for new or add-on installs
  • Required to build relationships with customers at an executive and C+ level
  • Report on the status of KPIs aligned to the customers success and business outcomes
  • Develop corrective action plans where performance is below required levels supporting the customer with changes required

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Deadline: 10-04-2024

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