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Head of Customer Success

hace 2 meses

Barcelona, Barcelona, España Orbidi A tiempo completo
{"title": "Head of Customer Success", "content": "Descripción del rol

En Orbidi, buscamos a un profesional experimentado para liderar nuestro equipo de Customer Success. Como Head of Customer Success, tu misión será brindar apoyo continuo a nuestros clientes, establecer contacto con ellos y hacer crecer el equipo de Customer Success.

Responsabilidades
  • Contratar, capacitar y desarrollar el equipo de Customer Success.
  • Establecer los procedimientos del equipo de Customer Success para adaptarlo a las nuevas tendencias y metodologías de trabajo.
  • Identificar, recomendar e implementar nuevos procesos, tecnologías y sistemas para mejorar y agilizar los procesos organizacionales y el uso de recursos y materiales del Departamento Customer Success.
  • Desarrollar y gestionar la cartera de clientes.
  • Establecer buenas relaciones con los clientes que contribuyan a objetivos claros de retención.
  • Analizar los datos de los clientes para mejorar la experiencia de cliente.
  • Marcar hitos de futuro para que los clientes y equipo trabajen en la misma dirección gestionando el backlog de evolutivos y otras necesidades.
  • Upsell y crossell de servicios y productos con los que trabajamos.
  • Realizar el onboarding de nuevos clientes y ayudar a mejorarlo.
  • Revisar las quejas y preocupaciones de los clientes y buscar mejorar la experiencia del cliente.
  • Colaborar con el equipo de marketing para la creación de material que pueda ser de interés para nuestros clientes.
  • Coordinar y colaborar con diferentes departamentos de Orbidi (Operaciones, Ventas, IT, etc.) para mejorar la satisfacción del cliente y mejorar nuestra propuesta de valor.
Requisitos
  • Experiencia progresiva demostrada en un rol de liderazgo de Customer Success Lead.
  • Experiencia demostrada en entornos B2B y/o B2C sirviendo a Micro-PYMES y/o clientes finales.
  • Experiencia utilizando herramientas de CRM como Hubspot o Salesforce.
  • Experiencia en la creación y gestión de grandes equipos de Customer Success en un entorno dinámico y acelerado.
  • Experiencia en ecosistemas tecnológicos.
", "lang_code": "es-ES"}