Customer Success Manager

Jobtailor; Uberlândia; Presencial; BRL 180 000 - 300 000; Tempo integral

Resumo da oferta

Jobtailor Brazil seeks a seasoned Customer Success/Technical Account Manager to own the end-to-end relationship with VIP Platinum accounts. You will lead executive QBRs, translate technical incidents into business terms, and proactively monitor health scores to prevent issues.

You will coordinate communications during major incidents, apply churn taxonomy save plays, and contribute insights to the Service Operations Review, working with ITSM tools such as Zoho Desk, ServiceNow, and NetSuite.

Qualificações

• 5+ years of experience in Customer Success, Technical Account Management, or NOC/Network Operations at a B2B telecom, ISP, CDN, or cloud infrastructure company.
• English level B2 or above.
• Fluent in Portuguese or Spanish.
• Technical knowledge of BGP, IP Transit, DWDM/Optical Transport, data center operations, and cloud/IaaS fundamentals.
• Experience managing strategic or enterprise accounts with MRC above $50K.
• Proven ability to lead executive-level QBRs and communicate incident impact in business terms.
• Experience with ITSM tools (Zoho Desk, ServiceNow, NetSuite, or similar) and CRM platforms.
• Comfortable participating in a 24/7 on-call rotation for VIP escalations.

Responsabilidades

• Own the end-to-end operational relationship for each VIP Platinum account.
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders.
• Proactively monitor Health Score and intervene before it deteriorates.
• Own customer communication during major incidents.
• Understand customers' network topologies and translate complex technical incidents into business-impact language.
• Execute save plays from the CHURN_TAXONOMY when at‑risk signals are detected.
• Contribute Platinum‑portfolio insights to the Service Operations Review (SOR).

Conhecimentos

Customer Success Management

Technical Account Management

BGP Knowledge

ITSM Tools Experience

Fluent in Portuguese or Spanish

Ferramentas

Zoho Desk

ServiceNow

NetSuite

Descrição da oferta de emprego

• Own the end-to-end operational relationship for each VIP Platinum account
• Conduct Quarterly Business Reviews (QBRs) with customer executive stakeholders
• Proactively monitor Health Score and intervene before it deteriorates
• Own customer communication during major incidents
• Understand customers' network topologies and translate complex technical incidents into business-impact language
• Execute save plays from the CHURN_TAXONOMY when at‑risk signals are detected
• Contribute Platinum‑portfolio insights to the Service Operations Review (SOR)

Requirements

• English level B2 or above
• Fluent in Portuguese or Spanish
• 5+ years of experience in Customer Success, Technical Account Management, or NOC/Network Operations at a B2B telecom, ISP, CDN, or cloud infrastructure company
• Technical knowledge of BGP, IP Transit, DWDM/optical transport, data center operations (power, cooling, cross‑connects), and cloud/IaaS fundamentals
• Experience managing strategic or enterprise accounts with MRC above $50K
• Proven ability to lead executive‑level QBRs and communicate incident impact in business terms
• Experience with ITSM tools (Zoho Desk, ServiceNow, NetSuite, or similar) and CRM platforms
• Comfortable participating in a 24/7 on‑call rotation for VIP escalations.

Core Competencies

Demonstrates expertise in managing VIP Platinum accounts, conducting executive‑level Quarterly Business Reviews, and translating technical incidents into business impact. Proficient in customer communication during major incidents and skilled in utilizing ITSM tools for effective account management.

Highest-signal resume keywords

• Customer Success Management
• Technical Account Management
• BGP Knowledge
• ITSM Tools Experience
• Fluent in Portuguese or Spanish

ATS Optimization Keywords

Hard Skills

• BGP
• IP Transit
• DWDM/Optical Transport
• Data Center Operations
• Cloud/IaaS Fundamentals
• Quarterly Business Reviews
• Churn Taxonomy Execution
• Health Score Monitoring
• Incident Communication
• Strategic Account Management

Soft Skills

• Proactive Communication
• Executive‑Level Presentation
• Problem‑Solving

Industry Keywords

• B2B Telecom
• ISP
• CDN
• Cloud Infrastructure
• MRC Management

Tools & Technologies

• Zoho Desk
• ServiceNow
• NetSuite