Customer Success Manager (CSM) - LATAM

Collaboration between humans and machines is the ultimate opportunity for today’s enterprises, and no company is more prepared to lead this march toward a digital-human hybrid future than Amelia. 

We are a leading Enterprise Conversational AI software company with more than two decades of innovation in automation and Conversational AI. Our mission is to pair humans and Digital Employees to unleash human creativity and deliver business value. With our industry-leading AI solutions, we help companies around the world create deeper human connections with their customers, employees, suppliers and partners. If you want to be a part of the future, Amelia is the place to be

A Customer Success Manager (CSM) is responsible for ensuring that customers have a positive experience with Amelia’s products and services throughout the entire customer lifecycle. The primary goal of a Customer Success Manager is to drive customer satisfaction, retention, and growth.

Responsibilities:

• Customer Onboarding: Guide customers through the onboarding process, ensuring a smooth transition and understanding of the product and service.
• Relationship Building: Establish strong relationships with customers, understanding their business goals and challenges.
• Account Management: Act as the main point of contact for customers, addressing their needs and providing solutions. Manage and grow customer accounts.
• Customer Advocacy: Promote customer satisfaction and loyalty by advocating for their needs within the company. Encourage customers to become advocates for the company.
• Product Knowledge: Develop a deep understanding of the company's products and services to effectively assist customers and offer valuable insights.
• Training and Education: Provide training and educational resources to customers to ensure they get the most out of the product or service.
• Monitoring Customer Health: Regularly assess and monitor the health of customer accounts, identifying potential issues and proactively addressing them.
• Feedback Collection: Gather feedback from customers and communicate it to relevant internal teams for continuous improvement.
• Renewals and Upselling: Work on customer retention by ensuring renewals and identifying opportunities for upselling or cross-selling additional products or services.
• Customer Metrics: Track and analyze customer success metrics such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customer health to measure and improve overall customer happiness.
• Problem Resolution: Address and resolve customer issues and concerns in a timely and effective manner.
• Team Collaboration: Collaboration with Cross-functional Teams including sales, marketing, product development, and support teams to ensure a cohesive customer experience.

Qualifications:

• Education: A bachelor's degree in computer science, business, marketing, communications, or a related field is preferred.
• Experience: Previous experience in customer success, account management, project management or a related customer-facing role is required. The amount of required experience may vary based on the level of the position.
• Industry Knowledge: Familiarity with SaaS, Conversational and Generative AI is preferred. Understanding the market, competitors, and industry trends allows the CSM to better serve and advise customers.
• Communication Skills: Excellent communication skills, both written and verbal, are crucial. CSMs need to effectively convey information, listen to customer needs, and articulate solutions clearly.
• Empathy and Customer Focus: A keen sense of empathy and the ability to put oneself in the customer's shoes is essential. CSMs must be genuinely interested in helping customers succeed.
• Analytical Skills: The ability to analyze customer data, interpret trends, and draw insights is important for identifying areas for improvement and developing strategies for customer success.
• Project Management: Strong project management skills help CSMs coordinate and execute customer success initiatives, ensuring they are completed on time and within scope.
• Technical Proficiency: CSMs will need a solid understanding of various technologies including cloud computing, integrations, API familiarity, and automation tools. Technical proficiency helps in troubleshooting issues and providing effective support.
• Problem-Solving Skills: CSMs should be adept at identifying and resolving customer issues. The ability to think critically and find creative solutions is valuable.
• Customer Relationship Management (CRM) Tools: Proficiency in using CRM tools, such as Salesforce, Atlassian Suite, Product Board or others, is required for tracking customer interactions, managing accounts, and analyzing data.

Skills:

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