Hybrid Customer Service Manager

at Dedalus

• Job title: Customer Service Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: AWS, Azure, Cloud
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Customer Success Manager ensuring positive client experience by managing client relationships at Dedalus. Supporting clients in achieving business goals and digital transformation through cloud services.

Responsibilities

• Manage technical relationships with assigned clients;
• Understand client needs and drive new business opportunities together with the GC;
• Have a deep understanding of contracts and ensure their correct execution, balancing the interests of the client and Dedalus;
• Monitor cloud usage and behavior, identifying risks, threats, and opportunities;
• Be familiar with and apply vendor incentives, aligning them with client needs;
• Lead executive committees, presenting the Management Book with key service KPIs (Tickets, Crises, Actions, and Recommendations);
• Support clients in achieving their business goals and outcomes;
• Identify opportunities to modernize and advance the digital journey;
• Provide proactive guidance on products and services;
• Act in a consultative manner, supporting the adoption of modern technologies;
• Ensure clients understand the value of Dedalus' services, encouraging their continuous evolution;
• Encourage client participation in Dedalus' marketing and/or partner events.

Requirements

• Strong interpersonal skills;
• Enthusiasm and a positive attitude in daily activities;
• Active listening skills;
• Charisma and strong relationship-building ability;
• Proactivity, analytical skills, and critical thinking to propose solutions assertively, with a focus on delivery quality to the end customer;
• Experience in cloud computing environments (AWS, Azure, and/or OCI);
• Good verbal and written communication skills;
• Resilience, energy, and the ability to perform under pressure.

Benefits

• Flash Benefits for meal and food allowances;
• Transportation allowance/company shuttle;
• Health plan with dependent coverage;
• Dental plan;
• Life insurance;
• Pharmacy partnerships/discounts;
• Gym membership discounts/partnership;
• Telemedicine app offering telepsychology, nutrition, physical education, and more;
• Day Off;
• Childcare allowance;
• Inclusion assistance;
• Home office allowance (for fully remote positions only);
• Language training program;
• Private pension program;
• Certification program;
• Educational partnerships;