Customer Sucess Manager

The Hackett Group · UY

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Position requested: Customer Success Manager

Location: Remote LATAM 

Experience Required: 3–5 years in Customer Success or similar customer-facing roles

Education: Bachelor’s degree in business administration, Information Systems, or a related field (preferred)

Employment Type: Contract or Employee

About the Role:

We are looking for an experienced and driven Customer Success Manager (CSM) to join our team. The ideal candidate will play a pivotal role in ensuring our customers achieve their goals through our services. This role requires a unique blend of relationship management, operational oversight, and strategic planning to drive customer satisfaction, retention, and growth.

Key Responsibilities:

• Customer Relationship Management:
  • Build and maintain strong relationships with customers, acting as the primary point of contact.
  • Partner with key business executives and stakeholders to align customer needs with our solutions.
  • Ensure the timely and successful delivery of services, enhancing the overall customer experience.
• Crisis Management:
  • Serve as the escalation point for critical or major incidents.
  • Ensure 24/7 availability during emergencies to resolve issues promptly.
• Operational Oversight:
  • Coordinate with internal teams to ensure smooth operations and service delivery.
  • Oversee and manage customer budgets, providing periodic account status reports to upper management.
• Service Delivery Excellence:
  • Monitor the quality and timeliness of service delivery to ensure compliance with service-level agreements (SLAs).
  • Identify and address service quality issues proactively.
• Business Monitoring and Reporting:
  • Track and analyze service performance metrics to ensure alignment with customer objectives.
  • Provide detailed reports and insights on accounts, delivery quality, and budget utilization.
• Strategic Growth and Advocacy:
  • Identify opportunities to expand our value within customer accounts.
  • Advocate for customer needs internally to continuously improve service offerings.

Qualifications:

• Proven experience in Customer Success, Business Relationship Management (BRM), or similar role.
• Familiarity with Oracle EPM tools and systems is a plus.
• Strong analytical skills with experience using data to inform decisions.
• Proficiency in CRM tools and basic data analysis.
• ITIL knowledge (desirable but not mandatory) 

Soft Skills:

• Strategic thinker with excellent communication and relationship-building skills.
• Adaptable and able to thrive in a fast-paced environment.
• Team-oriented with a proactive approach to problem-solving and decision-making.
• Customer-oriented, with a strong focus on understanding client needs and delivering value.
• Commercial mindset, capable of identifying growth opportunities and driving customer account expansion

What We Offer:

• A collaborative and innovative work environment.
• The opportunity to work in a global company with top-tier clients.
• Opportunities for professional growth and development.
• Competitive compensation 

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