Customer Success Specialist BR

Main responsibilities

To manage the needs and evolution of a portfolio of existing Reservamos SaaS clients in Latam, ensuring success, revenue retention and growth (Account Manager role). Basically, this implies:

• 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 Reservamos SaaS. Basically, this implies:
• Be a Reservamos SaaS portfolio expert and gain a good understanding of the Reservamos SaaS Governance Suite use cases.
• Spearhead, create and drive a full project implementation plan per each customer you onboard.

Skills and experience required

• 4+ 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.
• Excellent communication (speaking-listening-writing) skills; ability to communicate in a variety of formats and in English and Spanish.
• 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.
• Experience with companies operating in Brazil, fluent in Portuguese and spanish is a must