Customer Success Manager [025559]

• Build and strengthen client relationships to achieve long-term partnerships. 
• To organize and plan daily work connected to managing customer relations.
• To execute customer relation policies and procedures.
• To implement the company's strategy of customer relation management to improve service quality.
• Identify upsell, cross-sell, and growth opportunities.
• To perform the licensees’ live offering analysis and offer possible ways to improve it.
• To develop and maintain sustainable relations with existing and new customers.
• To lead and coordinate regular meetings with customers.
• To serve as main point of contact in all matters related to client.
• To provide consultation and help to customers that use services of the company.
• To oversee communication with customers that are connected to special cases in the facility, customer’ complaint and different non-standard cases.
• To plan, supervise and coordinate progress of current projects.
• To develop a thorough understanding of company’s products and service offerings to better upsell and cross-sell to clients.
• To work with internal teams and partners to develop strategic plans and ensure KPIs are being met.
• To ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• To clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• To inform customers about newest releases, updates news related to company’s product and services.
• To analyse information connected to the customer and collect data to identify customer relations enhancement opportunities.
• To handle inquiries and requests from customers and address their need.
• To present proposals to improve customer service, as well as promote and realize the implementation of proposals.
• To generate progress reports for clients and managers within the organization.
• To carry out any additional duties within the competence of held position as instructed by the management.

Qualifications

• At least 3 years of experience in the position.
• Excellent communication, influencing and listening skills.
• Fluent English to communicate in writing and voice with customers around the world.
• Fluent Portuguese. 
• Ability to deliver client-focused solutions to customer needs
• Ability to communicate and influence key stakeholders at all levels of an organization.