Position: Customer Success Manager
Company: Helpware
Category: Other
Experience required: 3y
English level: upper

A Customer Success Manager is a trusted advisor, responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Focused on clients with agents between 5 to 50 agents.

In charge of helping our customers reach their true growth potential while maximizing the customer’s lifetime value for Helpware, understanding customers’ objectives and expected outcomes. As a Product/Service expert, you will help our customers identify opportunities, deliver high-value propositions to help these strategic accounts optimize performance, and grow organically. 

You'll collaborate internally with management & broader cross-functional groups to provide an outstanding customer experience and drive continuous improvement for Helpware, and will also ensure our customers are engaged with us, loyal to our brand, and promoters of our products. He/she is the main point of contact between our customer and Helpware, being the customer’s voice internally


**Responsibilities:**
- Create policies and procedures that optimize the customer experience. These policies should be established so all customers receive the same quality of service.
- Must know the company’s products inside and out, and must help customers plan and understand the best ways to utilize their resources to cover current or upcoming business needs.
- Oversee the customer lifecycle and ensure ongoing client satisfaction and retention of a portfolio of assigned clients. Successfully closing renewals and seeking out additional expansion opportunities within your book of business
- Identify, establish, and strengthen relationships with current and potential stakeholders within your accounts. Generating joint business plans and making sure to convert successful customers into advocates
- Conduct periodic business reviews with client executive teams, leading health checkpoints
- Act as the face of the company, be a trusted advisor for the client, and be the single point of contact for their escalations, and concerns.
- Advocate internally for our customers, influencing processes and product decisions
- Participate actively in our client's strategic and growth plans.
- Navigate client organizations to uncover additional product applications & opportunities for partnership
- Work with Operations to identify, action, and/or provide advice on how to improve business input metrics that drive growth and improve the end-customer experience.
- Monitor compliance to SLA agreements and customer operations scorecard, and identify and anticipate risk, while ensuring services are being delivered correctly, cost-effectively, and on schedule.

**Skills:**
- Should possess fantastic interpersonal skills and be a strong leader. They need to be highly organized and have experience directing others. They should also be excellent communicators both orally and in writing
Analytical: A strong CSM should be able to unlock value from data to identify opportunities
- A strategic thinker: The CSM must be able to see beyond the customer’s expressed needs and opportunities. He/she needs to understand the direction the market is going towards, and either supports the client in finding the best ways to follow the market, or on how to lead change whenever possible.
- Should possess strong client management skills with the keen ability to identify and prioritize the right inputs and outputs to deliver on agreed service levels.
- Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies, and procedures.

**We offer:**
- You can work remotely;
- Insurance after Trial period;
- Competitive compensation;
- English classes with a native speaker;
- Schedule: 11:00 - 20:00 or 12 -21.
- Corporate training and parties.

We sincerely thank all applicants for applying; however, only those candidates selected for an interview will be contacted.

Please send your CV in English indicating your salary expectations.

If you have the qualifications needed and ready to maintain the required duties daily, please apply!

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