Portuguese Bilingual Sr. Client Success Manager

Are you looking for an opportunity to apply your skills and talent to spark both innovation and positive social change? Symend is a rapidly growing fintech company that combines behavioral science with advanced AI, data, and analytics capabilities to enable companies to engage at-risk customers more effectively and humanely. By creating better ways to approach individuals with empathy and dignity at the time when they need it most, Symend’s employees are helping to transform the science of customer engagement and improve lives in North America and around the world.

The Opportunity

The Portuguese Bilingual Senior Client Success Manager (Sr. CSM) is responsible for managing a defined book of business, ensuring clients are meeting their goals and realizing value through Symend’s suite of products and services, all while delivering an exceptional experience. This is achieved through building long-term, trusted relationships at multiple levels throughout the client organization. The Sr. CSM is a strategic role focused on driving product adoption, upsell and cross-sell opportunities, and client loyalty.  

 

What You'll Be Doing:

• Proactively manage the client experience throughout the client’s lifecycle.
• Elicit Key Performance Indicators (KPIs) important to the client, supported by a Success Plan designed and implemented with the support of internal teams.
• Build multi-level client relationships to understand their goals, system utilization, value opportunities and areas of risk or concern.
• Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
• Capture and communicate key account activities, milestones, actions, and escalations.
• Oversee all work related to assigned clients.
• Prioritize and resolve incoming client requests and issues, securing internal resources and managing the work to be done.
• Provide ongoing status and feedback to client stakeholders on all outstanding issues and requests.
• Collaborate and partner with sales, marketing, support, product, and engineering teams to drive client success outcomes.
• Solicit client feedback and work with internal partners to drive product and service improvements to enhance the overall client experience.
• Identify opportunities within assigned accounts to increase revenue, working with the sales team as needed.
• Collaborate with Sales and Deal desk on contract renewals, as well as cross/upselling opportunities.

 

What You'll Need:

Education:

• University degree or an equivalent 

Experience:

• Must have a minimum 5+ years client management experience delivering Software as a Service (SaaS) solutions to enterprise clients with either Financial Institution/Banking or Wireless/TelCo clients. 
• Bilingual business writing and speaking in both English and Portuguese.
• Bilingual business writing and speaking in Spanish is an asset.
• The ideal candidate will be located in either EST or ADT.
• Previous experience with cross-selling to clients.
• Project management experience an asset.

Key Competencies and Skills:

• Highly energetic, highly trusted relationship builder with excellent project management skills.
• Outcome-focused and driven to help define and achieve client success.
• Highly organized and self-directed with proven relationships building, project and account management skills.
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Demonstrated ability to communicate and coordinate efforts cross-functionally (internally and externally).
• Demonstrated ability to manage technical or customer escalations from origin to conclusion.
• Excellent written and verbal business communication abilities.
• Willingness to act as an advocate on behalf of client accounts.
• Continuous improvement mindset with a drive for excellence.
• Bilingual in both written and spoken Portuguese, Spanish an asset.

This position requires frequent travel, customer-facing work, and/or attendance in a congregate work setting. Therefore, where permitted by applicable law, in accordance with the duty to protect the health and safety of employees and customers, and to perform the role, the successful incumbent must have and maintain an up-to-date immunization status as recommended by your local government or governmental agency (such as the CDC and your State mandates in the U.S. or Health Canada and your provincial/territorial health ministry in Canada), or an adequate plan to do so.

 

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