Assurance Leader

For E-dea Networks, no idea or project is impossible; we are one of the best companies in Latin America, certified by Great Place To Work to work, and we have an excellent organizational climate. Therefore, if you meet the following requirements, do not hesitate to apply:

Objective:

To ensure that all customers obtain an extraordinary service and product experience through continuous accompaniment and advisory.

Role:

Customer Success Manager in the B2B technology area

Functions

• Plan, organize, direct, and evaluate activities focused on the assurance of the company's active customers.
• Develop and evolve customer success strategies, as well as customer service content.
• Collaborate with the commercial and engineering teams to ensure that customer needs are met and to solve requirements or problems raised by customers.
• Promote the use of tools in key accounts, from onboarding to product adoption, expansion, and renewal.
• Study and understand the customer lifecycle, adopting a consultative approach to help customers overcome problems and achieve objectives.
• Facilitate interaction and workflow among project/account team members, ensuring that the delivered service meets established times and objectives.
• Communicate effectively with high-level management both internally and externally to understand customer needs, maximize retention and growth, and communicate learnings.
• Measure the level of customer engagement with the company and provide feedback to the operations and commercial teams regarding any product and/or service improvements.
• Identify expansion and upselling opportunities.
• Analyze trends in C-Sat/NPS evaluations to identify areas for service and product improvement.
• Maintain customer success metrics and data.
• Identify, communicate, and create support or response strategies for any warning signs or red flags.

Professional Education

Administrative, commercial, marketing specialist, or customer service.

Training

• Specific knowledge in customer service strategies.
• Proficiency in office tools.

Required Experience

Years of experience: 2 to 3 years in similar positions.

Schedules

Monday to Thursday from 8:00am to 5:30pm and Friday from 8:00am to 5:00pm.

-Requirements-

• Minimum education: University / Professional Career
• 2 years of experience
• Languages: English
• Knowledge: Orientation to detail, Attention to detail, Customer service, Adaptability, Strategy development

Keywords:

jefe, gerente, manager, director, chief, lead, jefatura, regente