Customer Success Manager

hace 6 meses

Barcelona, España Timup A tiempo completo

Empresa del sector AV, donde su misión es la de digitalizar espacios físicos busca un perfil de SaaS Customer Success Manager (CSM). Profesional clave en la empresa, encargado de garantizar la satisfacción y retención de los clientes que utilizan el software como servicio (SaaS). Su función principal es colaborar estrechamente con los clientes para comprender sus necesidades, maximizar el valor que obtienen del producto y promover la renovación de sus suscripciones.

**Responsabilidades**:

- ** Onboarding y Implementación**:

- Guiar a los nuevos clientes a través del proceso de incorporación y asegurar una implementación exitosa del software.
- Colaborar con los equipos internos para personalizar y adaptar la plataforma a las necesidades específicas del cliente.
- ** Desarrollo de Relaciones**:

- Establecer y mantener relaciones sólidas con los clientes, actuando como el principal punto de contacto.
- Realizar reuniones periódicas para comprender las metas y desafíos del cliente.
- ** Entrenamiento y Educación**:

- Proporcionar capacitación continua a los clientes sobre las características y funciones del producto.
- Identificar oportunidades para el desarrollo de habilidades y la mejora del uso del software.
- ** Análisis y Mejora Continua**:

- Monitorear el rendimiento del cliente mediante el análisis de datos y métricas clave.
- Identificar oportunidades de mejora y proponer soluciones para optimizar la experiência del cliente.
- ** Gestión de Problemas y Resolución de Conflictos**:

- Abordar de manera proactiva cualquier problema o inquietud del cliente.
- Colaborar con los equipos internos para resolver problemas de manera eficiente y satisfactoria.
- ** Renovación y Expansión**:

- Trabajar activamente para garantizar la renovación de las suscripciones.
- Identificar oportunidades de upselling y expansión de servicios según las necesidades del cliente.

**Requisitos**:

- Experiência previa en roles de ventas o customer experience
- Conocimiento profundo del sector AV y de la industria SaaS.
- Excelentes habilidades de comunicación y capacidad para construir relaciones sólidas.
- Orientación hacia resultados y capacidad para trabajar en un entorno dinámico.
- Posibilidad de viajar al extranjero.
- Habilidades analíticas para interpretar datos y métricas.
- Idiomas: Español e inglés. Ambos nível profesional.

El SaaS Customer Success Manager desempeña un papel crucial en la retención de clientes y la construcción de relaciones a largo plazo, contribuyendo al crecimiento y éxito general de la empresa.

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