Vaga de Customer Success Manager
1 vaga: | Publicada em 25/04
- A Combinar
Sobre a vaga
Location: Remote work within AMER working hours (UTC -3 / -8). Candidates must be
based and/or have the right to work in Argentina, Bolivia, Brazil, Colombia,
Ecuador, Mexico, Nicaragua, Paraguay, or Peru. All positions at Oyster are
permanently remote, allowing you to work from home indefinitely.
At Oyster, we're dedicated to revolutionizing the world of distributed work by
empowering companies to hire talent globally using our innovative SaaS platform
and team of international hiring experts. We're on a mission to make remote hiring
seamless and accessible to businesses of all sizes.
We are seeking a passionate and results-driven Customer Success Manager to join
our dynamic team. As a Customer Success Manager (CSM), you will play a pivotal
role in managing relationships with our diverse customer base, ensuring their
success and satisfaction with our platform and services. This position offers an
exciting opportunity to work in a fast-paced environment, collaborate
cross-functionally, and make a significant impact on the customer experience.
Our Customer Success POD is a dynamic and tightly-knit group committed to crafting
a seamless customer journey. As a member of this team, you will be part of a
collaborative environment where ideas flourish, and each team member's input is
cherished. We foster a culture of continuous learning and growth, encouraging
every team member to contribute their unique skills and perspectives to our shared
goals. By joining our Customer Success POD, you'll become part of a supportive
community that thrives on innovation, excellence, and a steadfast commitment to
customer satisfaction.
Key Responsibilities:
Proactively manage and nurture relationships with a portfolio of customers in a
1:many fashion, ensuring high engagement and satisfaction levels.
Responsible for addressing and managing customers' health cases assigned to them.
Respond to customer inquiries and requests within the Success scope, providing
timely and effective solutions.
Conduct enablement sessions, product demos, and escalation calls with customers to
drive adoption and address challenges.
Manage customer escalations and collaborate cross-functionally to resolve issues
and ensure customer satisfaction.
Utilize data-driven insights to understand customer needs and preferences,
advocating for their interests within the organization.
Identify opportunities for improvement and scalability in customer success
processes, contributing ideas and solutions to enhance customer health.
Lead and participate in cross-functional projects aimed at improving customer
engagement and satisfaction.
Act as the primary point of contact for internal teams, addressing and
prioritizing requests from Account Management, Support, and other departments.
Collaborate with the Account Management team to ensure customer retention,
particularly in churn-risk situations.
Collaborate with Treasury on payment collection for late-paying customers
Work closely with Product, Sales, Support, and Marketing teams to ensure customers
receive comprehensive support and maximize the value of our platform.
Stay abreast of product updates and industry trends, continuously enhancing your
skills and knowledge to better serve our customers.
Requirements:
Minimum of 2 years of experience in a Customer Success, Account Manager or
quota-carrying role, preferably in a SaaS or technology company.
Proven track record of managing multiple customer relationships and driving
customer success initiatives.
Ability to effectively manage customer expectations and any conflicts should they
arise.
Exceptional communication skills, both verbal and written.
Strong interpersonal skills with the ability to build rapport and trust with
customers.
Analytical mindset with the ability to leverage data to drive insights and
decision-making.
Cross-functional collaboration skills with experience working across departments
to achieve common goals.
Ability to thrive in a fast-paced, dynamic environment and adapt to changing
priorities.
Strong organizational skills and attention to detail.
Passion for customer advocacy and commitment to delivering exceptional service.
Willingness to continuously learn and upskill to keep pace with product
advancements and industry trends.
Proficiency in Zendesk, Asana, Notion, and Slack is a bonus.
Attributes that are not required (but are a bonus)
Experience in HR industry and employment practices spanning multiple countries.
Proficiency in languages other than English.
You'll also need...
A reliable home internet connection (or be able to get one)
Proficiency in both written and spoken English language is required.
If you're passionate about customer success and eager to contribute to a dynamic
team shaping the future of work, we'd love to hear from you! Join us at Oyster and
be part of a collaborative culture that values innovation, excellence, and
customer satisfaction. Apply now to embark on an exciting journey with us!