Customer Success Manager – Mid-level
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Job Description
Executivo de Sucesso do Cliente na maior health tech da América Latina, focando na transformação digital da saúde. Responsável por melhorar a jornada e a satisfação dos clientes através de estratégias personalizadas.
Responsibilities:
- Specialize in different customer journeys according to market segmentation and account size
- Manage customer satisfaction, including monitoring tactical actions established with other teams that arise from this activity
- Map and propose strategic actions for the continuous improvement of the customer journey and experience
- Work with internal teams through a customer experience improvement agenda to continuously increase customer satisfaction
- Monitor KPIs at each stage of the customer journey (e.g., onboarding, adoption, etc.) to track customer satisfaction and identify opportunities for improvement
- Support the creation and oversee execution of proactive and reactive playbooks for each type of customer interaction, monitoring the actions taken by other teams
- Manage the consolidated health score and factor-level scores for your list of customers/segments
- Orchestrate playbook execution, tracking progress and ensuring responsible stakeholders fulfill their duties in actions taken to resolve customer issues
- Lead strategic interactions with long-term customers
- Support marketing and communications initiatives to maximize value delivered to customers
- Ensure and advocate for the cleansing and accuracy of customer data in systems integrated with SenseData
- Promote customer centricity across all teams and interactions within the company, reinforcing the commitment that everyone, without exception, is responsible for delivering excellence in the customer journey and experience.
Requirements:
- Postgraduate degree or specialization in Process Management, Information Management, Project Management, Marketing, or related fields
- Experience with CRM and Customer Success tools
- Knowledge of the health technology (healthtech) market
- Knowledge of business analysis
- Knowledge of process analysis
Benefits:
- Remote work
- Inclusion of people with disabilities (PwD)
- Opportunities for professional development and career progression
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