New York, NY (Hybrid or Remote)
About our client: Our client is a SaaS performance management solution that leverages employee and customer data to blend real-time performance management and seamlessly integrate with all major enterprise systems. They are well funded, have a great work/life culture, headquartered in NYC and growing!
About the role: Our client is looking for Spanish Speaking Customer Success Manager. They are looking for someone to manage Enterprise Accounts based in LATM region. This is a highly collaborative role, working alongside the NYC Marketing, Sales, and all other Operation teams, to manage an elite client portfolio.
Responsibilities:
- Manage a portfolio of 6-10 Enterprise Accounts across all stages from implementation to expansion and retention.
- Establish a strategic advisor relationship with each customer, managing the customer relationship, health, and risk, post-sale.
- Establish a deep knowledge of the customers’ business and organization, developing relationships with key customer stakeholders to secure contract renewals and drive further product adoption and expansion across the business.
- Work with customers to develop and execute a success plan that outlines how our client will address their business needs and measure performance against established metrics/KPI’s.
- Leverage both successful execution and relationship engagement to convert customers to evangelists and partners, helping us to grow the business and platform.
- Actively update customers on the evolution of the product. Show how the Product evolution will continue to enhance functionality and support customers’ evolving use cases and business needs.
- Collaborate with Sales, Marketing, Product, and the Partner community, to share best practices, improve internal capabilities, identify new customer business needs and effectively leverage all the available resources to drive customer success.
- Monitor customer utilization trends and perform health checkups to identify product recommendations and needs.
- Conduct monthly and quarterly strategic business reviews with customer stakeholders to drive alignment and engagement.
Requirements:
- 3-5 years of customer management experience leading a $1-$5M portfolio with an emphasis on renewals and expansion.
- Comfortable discussing both commercial and technical topics and engaging in commercial negotiations with senior executives.
- Deep quantitative analysis skills, with proven business insight and judgment.
- Ability to rapidly develop and deliver creative business solutions for complex business problems.
- Experience implementing and using a variety of customer and commercial management tools and technologies (Salesforce, Excel, Jira, ZenDesk, Google Apps, BI tools, SQL queries).
- Able to excel in a rapidly changing, hyper-growth, Start Up environment, as an entrepreneurial, self-starter and highly collaborative team member.
- Experience within a globally dispersed, multilingual team.
- Strong presentation skills and ability to establish credibility and relationships with C-level executives.
- Excellent written and verbal communication skills.
- Spanish Speaker
- BA or BS required.
Benefits: Our client provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The starting range of (base) pay for this role is $130K – $150K plus bonus. Benefits include discretionary (unlimited) PTO; health care, dental, vision and life insurance + voluntary coverage options, 401k; remote, hybrid, flexible work environments; employee assistance program; learning & development opportunities; laptop & tech setups and more.