Customer Success Manager at RoomRaccoon helping hotel partners maximize value and drive growth opportunities. Collaborating with various departments to ensure a seamless customer journey and product usage.
About the role
- Customer Success Executive managing client relationships and identifying value generation opportunities in the retail sector. Collaborative role focusing on client retention and success with significant emphasis on data-driven insights.
Responsibilities
- Manage relationships with clients across various areas within the retail sector;
- Identify opportunities for improvement and value creation for clients;
- Identify expansion opportunities (up-sell and cross-sell) within the client base;
- Manage a portfolio of clients, monitoring their journey and progress;
- Log client interactions in Sense Data, collect feedback, and report insights to the team;
- Track success metrics (engagement, usage, satisfaction, etc.);
- Contribute to client retention and satisfaction;
- Anticipate risks and take actions to retain clients;
- Monitor the Net Promoter Score (NPS) for clients in the portfolio, analyze satisfaction survey results, and identify trends in customer perception.
Requirements
- Previous experience in customer-facing roles;
- Strong communication skills and ability to conduct training sessions;
- Ability to prioritize and manage time effectively;
- Organized and disciplined in execution;
- Ability to quickly learn the product/service;
- Analytical skills combined with creativity;
- Proficiency in Excel and PowerPoint;
- Ability to operate in risk scenarios and mediate conflicts;
- Willingness to travel to client sites;
- Knowledge of Retail or related areas: Commercial Intelligence, Trade Marketing, Customer Success (a plus);
- Knowledge of AI (a plus);
- Intermediate or advanced English and/or Spanish (a plus);
- Experience in B2B SaaS companies (a plus).
Benefits
- Flexible working hours!
- Health plan, Dental plan, and Life insurance (all extendable to legal dependents).
- Medication allowance (also extendable to dependent children).
- Transportation voucher or Parking allowance.
- Flexible Meal/Food allowance via iFood card.
- Wellhub (formerly Gympass).
- A day off of your choice during your birthday month.
- NeoBaby, a parental support program for new parents.
- UNICO SKILL, an educational solution for continuous development.
- Childcare assistance and extended parental leave: 6 months for mothers and 30 days for fathers.
- YOU, our Corporate University.
- Individual Development Plan (PDI) and Performance Evaluations.
- Employee Referral Program!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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