Senior Customer Success Manager - Latin America

VitalSource® Technologies LLC, is hiring a Senior Customer Success Manager - Latin America to contribute to our Customer Success team.

Key Responsibilities:

• Manage customer satisfaction and financial health of customers in Latin America (LATAM) and Spanish-speaking countries and act as liaison sharing information and insights with all relevant internal and external stakeholders;
• Act as the day-to-day point of contact between Spanish-speaking customers and the company and advocate individual customer needs to internal stakeholders;
• Communicate with customers in Spanish in writing and verbally on a daily basis; Understand Spanish-speaking customer objectives and assist in achieving them effectively;
• Coordinate resources among multiple teams and stakeholders including Sales, Marketing, Finance, and Product to meet customers’ needs;
• Lead customers through project plans ensuring quick and effective realization of the value of their VitalSource tools; Train and implement best practices to allow customers to recognize the value of their tools;
• Identify and escalate at-risk customers, initialing action plans to mitigate impact; Establish and help develop C-Level relationships between the company and customers; Find opportunities or areas of growth within top accounts in Latin American and other Spanish-speaking countries that can lead to an increase in gross profit; Consistently monitor product and process improvements to help ensure customer success;
• Act as a point of escalation for fellow Success Managers providing training and continuous support; Monitor Accounts' financial well being including consistently assessing, comprehending, and communicating customers' financial metrics both internally and externally and scrutinizing billing discrepancies and computing adjustments as needed;
• Capture and record customer-specific business insights, including tailored user experience, content acquisition procedures, distribution workflows, escalation protocols, support mechanisms, and specialized operational processes;
• Lead problem-solving efforts, collaborating with customers and internal teams, including integrations to effectively manage projects and address complex issues; Leverage in-depth market research to support customers' strategic growth by identifying trends, competitors, and opportunities;
• Collaborate with internal teams to provide tailored solutions aligned with customers' objectives;
• In executing the above duties managing Customer Success and Account Management in the higher education e-learning industry, utilize the following: business intelligence tools including SalesForce, Jira, and Confluence; financial management tools to track and analyze sales data and for billing, usage, target projections, and internal business review; customer relationship management tools including Hotspot, Zoom, Skype, and GoTo Meetings for Webinars;
• Learning Management System experience, including BlackBoard, Canvas, Moodle, Schoology; courseware creation tools; analyze customer data to identify at-risk customers; Deliver digital product training in an educational setting;
• Use data and analytics to monitor potential growth opportunities; Identify digital product improvements;
• Investigate and analyze system related incidents and anomalies and applying problem-solving skills using technical knowledge and troubleshooting methods;
• Position requires written and verbal fluency in Spanish to communicate with Spanish speaking customers on a daily basis.
• Position reports to company HQ office in Raleigh, NC. Remote telecommuting position. May telecommute from anywhere in U.S. 100% of the time.
• Position requires international travel in Latin America, Spain, and any Spanish speaking countries as required, approximately 25% of the time, approximately 5-10 weeks per year for client and team meetings, trainings, conferences, and events.