Customer Success Manager - Bogota, Colombia - Thales

Thales

Empresa verificada

Bogota, Colombia

hace 1 semana

Publicado por:

Carolina González

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Descripción

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more.

More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

The Customer Success Manager (CSM) will be responsible for maintaining and growing relationships with our key customers, driving a positive experience for them.

The CSM will work closely with the customer to ensure that they are getting the most value out of our product and will work with internal teams to drive adoption and expansion of our product within the customer's organization.

Responsibilities

Act as the main point of contact for newly won or existing SaaS customers, building and maintaining strong relationships
Support customers from implementation through the Adopt, Expand and Renew sales cycles of contracted services to drive longterm account success and value
Be accountable for successful customer onboarding journey by working closely with Thales delivery teams and the customer, to drive a smooth integration and adoption of our services, and ensure a fast project completion to maximize revenue generation
Lead and manage critical conflict resolution, to ensure excellent customer service and experience with Thales
Leverage on customer and platform data to track services usage, and work with the customer to identify areas for improvement, training needs, product enhancements that drive customer satisfaction, retention, and trigger opportunities for sales expansion
Become an expert on each client's business and market segment, develop a trusted advisor relationship with customers and executive sponsors, build a plan to support customer and Thales to achieve the success for the partnership
Collaborate with Land Sales team in identifying and building a plan for upsell opportunities for new products and services within the scope of your customer portfolio
Identify renewal risks and collaborate with internal teams to remediate them ahead of renewal negotiations.

Skills and Experience

At least 5 years of experience in costumer facing roles preferably on the fintech industry
Solid technical understanding of SaaS solutions preferably on cloud tech and delivery models applied to fintech services
Strong leadership and problem solving and customer service skills
Awareness on payment cards and personalization (Nice to have).

Education and Requirements

Bachelor ́s Degree in Business, Marketing, Engineering, related fields, or equivalent work experience
Fluent English (B2). Written and spoken
Availability to travel up to 50 % of the time.

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