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**HR Profile**, a consulting firm specializing in recruitment and selection of professionals for the LATAM region, is seeking an **Customer Success Manager** for our client, a multinational company specializing in digital development and agile solutions, with operations in the USA, Chile, Mexico, and Colombia.
**Objective**: As a Customer Success Manager, you will be responsible for setting the strategy and managing the operational relationship with customers throughout their entire lifecycle, as well as being responsible for the continued satisfaction and success of our customers in the energy efficiency and workflow management sector.Your role will involve ensuring the provision of exceptional services to our clients, maximizing the company's profitability and driving superior customer satisfaction.
You will continuously upsell services and propose solutions that adapt to evolving needs, identifying opportunities for continuous improvement.
Your goal is to ensure that our customers get the highest value and level of service in terms of performance, quality, and SLA compliance.
**Main Responsibilities**:- Design, implement and manage the customer relationship model aligned with the company'sstrategic objectives from the implementation stage to the optimization of the usage and adoptionstrategy.- Resolving customer inquiries efficiently and effectively, ensuring a positive customer experience.Also, recommend solutions and guide product customer through features and functionalities toensure they get the most out of using our product and services.- Drive customer retention and growth by creating a positive experience throughout the entirecustomer lifecycle.- Collection and Analysis customer data and metrics to understand success factors and identifyareas for improvement.- Be proactive in seeking alternatives and ensuring that the client achieves all the objectives that wereset during the contracting phase, fostering a relationship of trust and support.- Identify and pursue new opportunities for upselling and cross-selling, acting as an enablerbetween the customer and the Senior customer success manager or sales team.- Collaborate with product and engineering teams to ensure customer feedback is incorporatedinto product development and enhancements.- Monitoring customer SLA and KPI metrics, providing insights and recommendations to internalstakeholders for customer issues.- Generate reports that help identify actions to improve satisfaction, solve the bugs and understanduse and adoption and continued success of energy and workflow management customers.
**It will be a good match if you have**:- Bachelor's degree in engineering, business management, science, business administration orrelated field.- Proven track record as a Customer Success Manager or in similar positions.- Between 4-6 years of work experience and 2 years of experience in a similar professional positionwith Enterprise Customers facing roles