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Medellín

    Senior Customer Success Manager - Medellin, Colombia - Globalization Partners.

    Globalization Partners.
    Globalization Partners. Medellin, Colombia

    hace 6 días

    Default job background
    Descripción

    What you will do:

    Customer Engagement

  • Manage all post-sales activity for G-P's customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution.
  • Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments.
  • Fully accountable for customer retention by conducting regular check-in calls for tactical items and performing strategic business reviews, with the ultimate focus on minimizing churn.
  • A key measure of success will be your ability to maintain the highest levels of CSAT and NPS for your assigned Customers.
  • Continually monitor and update customer health records ⠀

    • Sales Excellence

  • Develop deeply intimate knowledge of our customers' business, roadmap, strategies, initiatives, goals through strategic business reviews.
  • Educates decision makers of assigned accounts on G-P's value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes.
  • Proactively seek out and be fully accountable for revenue growth of your customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; continuously expanding key customer contacts to unlock potential of how G-P's products can support across the customers' business.
  • Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes align the right solution for customer needs to generate expansion opportunities.
  • Responsible for the "win-back" strategy for strategically selected former customers after they leave G-P. Outreach includes continuing to understand the Customer's business goals, identifying opportunities for re-sale and selling G-P's evolving services.⠀

    • Customer Advocacy

  • Function as the "voice of the customer" and influence the decision making of internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers.
  • Proactively identify customers who would have good references and work with Marketing to create case studies. ⠀

    • Product & Industry Expertise

  • Proactively builds and maintains an intimate knowledge of G-P's product landscape, solutions, and business priorities.
  • Knows GPP inside and out and can share best practices and train customers to drive outstanding product adoption.
  • Gain in-depth understanding of competitive landscape to demonstrate differentiation to customers.

    • Project Management

  • Support customers in projects to enable a seamless implementation of G-P's products, onboardings and offboarding.
  • Drive cross-functional projects that impact the evolution of our customer experience, leveraging your extensive experience and best practices to drive projects to completion.

    • What we are looking for:

  • 5 - 7 years of experience in Customer Success, Account Management, Business Development, or another customer-facing role
  • Demonstrable experience in driving significant sustainable account growth.
  • Experience with project management, account business planning and prioritization across multiple accounts at any given time. (Experience with Salesforce, CSM/CRM tools)
  • Demonstrable experience in thought leadership and process improvements to maximize the customer experience.
  • Comfortable with technology
  • Innate ability to influence even the most challenging of customers.
  • Self-motivated with the ability to own and drive initiatives to completion; capable of taking full ownership over their work when required.
  • Assertive problem-solver and proactive relationship manager who can respond quickly to customer needs and anticipate issues and resolve these in advance wherever possible; ability to think strategically and execute tactically.
  • Best-in-class interpersonal skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams at G-P; natural ability to leverage relationships to drive growth.
  • Best-in-class communication and presentation skills; able to communicate with all levels effortlessly and effectively and with demonstrable experience in influencing C-level executives; outstanding listener and empathetic.
  • Has an unwavering business perspective when assessing situations and making decisions, with exceptional ability to understand how those decisions will impact the business internally and the customer objectives.
  • Driven by passion for customers, be it making them successful in all dealings with G-P or retaining their business if possible.
  • Preferred experience in SaaS or HCM, and knowledge of EOR/global expansion industry

    • #LI-Remote #LI-EL1

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