Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Managing CRM platforms and proposing customer-focused strategies for projects at Mercantil. Collaborating with teams for implementation and enhancements in a dynamic banking environment.
Responsibilities
- Manage the CRM platforms used by the front line for customer service and business transactions;
- Propose customer-focused business and technology strategies;
- Manage projects and maintenance/backlog support;
- Evaluate, together with the front line, improvements and enhancements to CRM platforms;
- Participate in CRM platform project definition meetings: scope, development, and deployment;
- Perform system validation/testing to approve deployments.
Requirements
- Bachelor's degree in Production Engineering, Business Administration, Information Systems, or related fields;
- Experience with Salesforce, specifically Financial Services Cloud;
- Advanced Excel;
- Project management;
- Knowledge in CRM;
- Proficiency in Excel (pivot tables, VLOOKUP, etc.);
- Experience with data extraction and manipulation tools (SQL);
- Knowledge of metrics and KPI management;
- Knowledge of project management.
Benefits
- Meal and food allowances (If preferred, both amounts can be loaded onto a single meal card)
- Health insurance
- Dental insurance
- Childcare assistance
- Life insurance
- Private pension plan
- Wellhub
- Mercantil Development Academy
- Profit Sharing (PLR)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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