Offer summary

Qualifications:

4+ years of experience in account management and customer success management., Expertise in customer support and leadership., Bachelor's degree or equivalent experience in a relevant field., Fluent in English, with strong communication skills..

Key responsabilities:

Oversee a portfolio of customer accounts and ensure they maximize value from programs.

Drive initiatives for customers to achieve at least 10x ROI through collaboration with various teams.

Build strong relationships with stakeholders to enhance customer satisfaction and minimize churn.

Monitor and optimize retention rates while leveraging analytics for program improvements.

Job description

This is a remote position.

At Softgic, we work with the sharpest minds, with those who build, with those who love what they do, with those who have a 100% attitude because that's our #Coolture. Join our purpose of making life easier with technology and be part of our team as a Senior Customer Success Manager.

Compensation:

USD 20 - 25/hour.

Location:

Remote (anywhere).

Mission of Softgic:

In Softgic S.A.S. we work for the digital and cognitive transformation of our clients, aware that quality is an essential factor for us, we incorporate the following principles into our policy:

Deliver quality products and services.
Achieve the satisfaction of our internal and external clients.
Encourage in our team the importance of training to grow professionally and personally through development plans.
Comply with the applicable legal and regulatory requirements.
Promote continuous improvement of the quality management system.

What makes you a strong candidate:

You have 4+ years of experience in account management and customer success management.
You are expert in customer support.
You are proficient in leadership.
English - Native or fully fluent.

Responsibilities and more:

Portfolio Management: Oversee a portfolio of customer accounts, ensuring they maximize value from our programs through tailored success plans.
ROI Achievement: Drive initiatives to ensure customers achieve at least 10x ROI, collaborating with Sales, Product, and Marketing teams.
Customer Success & Retention: Build strong relationships with key stakeholders, providing proactive support to enhance satisfaction and minimize churn.
Retention Strategies: Act as the main point of contact for escalations, implement retention strategies, and improve customer feedback processes.
Metrics & Growth: Monitor and optimize Gross Retention Rate (GRR) and Net Retention Rate (NRR) through renewals, upsells, and cross-sells.
Data-Driven Insights: Leverage analytics to track success, identify trends, and provide recommendations for program improvements.
Customer Advocacy: Represent customer needs internally, ensuring product and service enhancements align with market demands.
Collaboration & Leadership: Conduct strategic business reviews, attend industry events, and contribute to internal process improvements.

Requirements

4 + Years of Account Management and/or CSM experience.
Education & Experience: Bachelor's degree or 2-3 years of relevant experience, or an equivalent combination.
Language Skills: Ability to read, write reports, and communicate effectively with customers and teams.
Mathematical Skills: Proficiency in basic arithmetic, percentages, and data interpretation.
Computer Skills: Proficiency in databases, spreadsheets, reports, project management, presentations, email, and scheduling software.
Problem-Solving: Ability to address practical challenges and interpret various types of instructions.