Senior Customer Success Manager - Barranquilla/ Bogotá

About Reserhub:
Technology is transforming the way people travel and were here to drive that evolution from the ground up. In 2014, at MIT, we decided to embark on this journey by focusing on the bus industry. Why? Because its the most widely used mode of transportation in Latin America, with over 10 billion passengers per year 13 times more than air travel. Yet, only 10% of tickets are currently sold online.

We know thats changing. And we strongly believe that digital sales will soon surpass 50%. Today, Reserhub is becoming the operating system for ground transportation, connecting companies with tech solutions that integrate data, pricing intelligence, and tools to digitalize their operations from ticket sales to revenue management and customer loyalty.
Our ecosystem powers leading brands like Primera Plus, ETN, and others across the region. And we continue to grow our network with a clear mission: to connect data, people, and technology to accelerate digital transformation.

Our motto says it all: "Be creative, take ownership, and be a team player."

About this role:

To manage the needs and evolution of a portfolio of existing Reserhub clients in Colombia, ensuring success, revenue retention and growth (Account Manager role).

What you'll do:

• This is a top-level management position that is fully accountable for the results of the Customer Success team.
• The Customer Success Specialist will be responsible for ensuring operational excellence, in alignment with the vision and direction of the leadership team.
• This role requires both strong operational skill, Customer Obsession, and ability to drive results. The position reports to the Head of Customer Success.
• As Customer Success Specialist, you will help to nurture customer relationships sharing best practices and experience with the Product management team and participating actively in ongoing initiatives.
• Be aware of new technologies and bus industry trends.
• Establish and nurture strong executive sponsorship and manage the relationships with a portfolio of clients: senior executives within multinationals but also mid-sized companies. You will do business with CEOs, board members and management teams.
• Monitor business & usage KPIs , training needs and clients suggestions; Manage requests for changes and incident escalation.
• To create excellent first-time user experiences leading the onboarding of new customers, training them and providing support to the change management that facilitates the adoption of Reserhub.

Skills and experience required:

• 3+ years driving performance management, experience in data analysis required; identifying trends; ability to translate data and trends into a vision, strategy and tactical plans.
• Strong commitment to exceptional customer experience.
• High level of dedication, enthusiasm, motivation, and exceptional influencing ability and leadership skills in a cross-functional environment.
• High attention to details, proactive and self-starter.
• Extensive experience in process improvement.
• Experience building and analyzing data models using various statistical tools for forecasting and optimization.
• Ability to work successfully in a dynamic, ambiguous environment; and meet tight deadlines and prioritize workloads.
• Advanced Excel skills.
• Cross-group collaboration, resource orchestration, analytical capabilities and attention to detail required.
• You must be focused on results, and have a strong desire to learn and become a functional expert of several products, great adaptability, flexibility, autonomy and strength of proposal.
• Responsible for customer support tasks and provide excellent customer service to clients and offer the best service level agreements among tech support teams.
• Develop and implement e-commerce strategy in order to improve website performance.
• Work with the marketing team or manage digital marketers in order to improve quality and traffic acquisition.
• Oversee or directly manage digital marketing channels across PPC, SEO, Display, affiliates and email marketing and social media.

How to apply:

• Take-home project we invite you to complete a small project. Expect to spend about half a day on this.
• In-depth interview after the take-home project, we'll do a longer interview where we'll ask you questions about the project and your experience in previous roles.
• Culture fit interview during this one hour interview, we'll talk about your experience and expectations and answer any questions you have about the role. 

Benefits and specifications:

• Work remotely from Barranquilla or Bogotá, Colombia. Although you will be working remotely, you'll need to have availability to travel, either to a meeting with a client or an strategic reunion.
• Days off on your birthday, and on several unofficial Colombian festivities.
• Access to learning platforms.
• Type of contract: Provision of services with monthly fees.
• Duration: Indefinite (this is mainly based on your performance).