Customer Success Manager

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's
strategic objectives from the implementation stage to the optimization of the usage and adoption
strategy.
• Resolving customer inquiries efficiently and effectively, ensuring a positive customer experience.
Also, recommend solutions and guide product customer through features and functionalities to
ensure they get the most out of using our product and services.
• Drive customer retention and growth by creating a positive experience throughout the entire
customer lifecycle.
• Collection and Analysis customer data and metrics to understand success factors and identify
areas for improvement.
• Be proactive in seeking alternatives and ensuring that the client achieves all the objectives that were
set during the contracting phase, fostering a relationship of trust and support.
• Identify and pursue new opportunities for upselling and cross-selling, acting as an enabler
between the customer and the Senior customer success manager or sales team.
• Collaborate with product and engineering teams to ensure customer feedback is incorporated
into product development and enhancements.
• Monitoring customer SLA and KPI metrics, providing insights and recommendations to internal
stakeholders for customer issues.
• Generate reports that help identify actions to improve satisfaction, solve the bugs and understand
use 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 or
related 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 position
with Enterprise Customers facing roles.
• Extensive experience in customer experience, project management and change management best
practices
• Extensive experience in developing and delivering customer success plans and strategies
• Strong leadership, communication, and interpersonal skills.
• Proficiency in the Microsoft Office suite (Word, Excel, PowerPoint) and familiarity with various client
requirements management, project management and other relevant tools platforms are essential.
• Bilingual in Spanish and English
• Working knowledge of energy management systems (EMS) and/or building automation systems
(BAS) and control concepts
• Working knowledge of customer service techniques, process management and their application
• Experience in remote monitoring of EMS systems and/or in the phases of selection, design and
implementation of energy management systems will be an asset.
• Experience working in SaaS companies and understanding of SaaS business models
• Familiarity with CRM software and customer success tools

Benefits package:

• 100% remote work.
• Flexible schedule.
• Day off on your birthday.
• Reduced hours on Fridays.
• Superior vacation days.
• Sick leave days.
• Moving day off.
• Support for studies, training, and languages.
• Referral program.