Customer Success Manager

Broadvoice; Ciudad de México; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading cloud communications company, Broadvoice is seeking a Customer Success Manager to assist Mexican clients. This role involves orchestrating customer journeys, ensuring satisfaction, and driving value through proactive engagement strategies. The ideal candidate will have experience in CCaaS and demonstrated ability in client relationship management.

Servicios

Paid vacation

Comprehensive benefits

Holidays

Formación

• 3-5 years' experience in driving successful solution-oriented client engagement.
• Experience in Contact Center as a Service (CCaaS).
• Proven ability to build successful senior-level business relationships.

Responsabilidades

• Orchestrate the customer journey through proactive engagement strategies.
• Identify upselling and cross-selling opportunities.
• Monitor business objectives for each client and take actions to meet them.

Conocimientos

Client engagement

Problem-solving

Stakeholder management

CRM systems

Herramientas

Salesforce

Rev.io

Descripción del empleo

POSITION: Customer Success Manager

LOCATION: Mexico/Remote

DEPARTMENT: Customer Success Management

REPORTS TO: CSM Manager

POSITION SUMMARY:

Broadvoice is looking for an experienced Customer Success Manager to join our growing team and assist our Mexican clients. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Broadvoice's customers to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that enhance satisfaction, retention, and additional enrichment opportunities.

YOUR DAY-TO-DAY:

1. Identify customer operational needs.
2. Identify campaigns/services to be implemented (on existing customers), considering best practices known at GoContact and the best way to guarantee the use case intended by the customer, especially when supporting autonomous customers.
3. Identify upselling and cross-selling opportunities.
4. Ensure the "Customer Autonomy" process, encouraging clients to carry out necessary training activities provided by the training teams, and ensure a smooth transition of good practices and advice aimed at achieving autonomy. The CSM also validates and audits the autonomy process.
5. Coordinate with internal and customer-side stakeholders to ensure effective governance.
6. Conduct product Road Shows / Good Practices sessions for the implementation and use of GoContact.
7. Identify any needs and involve stakeholders as necessary to achieve customer goals, promoting their ongoing satisfaction.
8. Monitor business objectives for each client, audit results, and take actions to meet the objectives.

WHAT YOU BRING TO THE TEAM:

1. 3-5 years' experience in driving successful solution-oriented client engagement.
2. Experience handling challenging internal and external business issues and delivering exceptional service to ensure high client retention.
3. Experience in Contact Center as a Service (CCaaS).
4. Experience managing projects with multiple stakeholders and systems, sometimes globally, within tight timelines and resources.
5. Proven ability to build successful senior-level business relationships and facilitate conversations at all levels, including C-suite executives.
6. Ability to understand business processes quickly, articulate needs, and demonstrate solutions for successful customer delivery.
7. Ability to work in a high-energy, fast-paced environment, collaborating across departments to achieve results.
8. Experience with CRM systems (e.g., Salesforce, Rev.io).

WHY BROADVOICE:

Broadvoice is more than a leading cloud communications company; we're the architects of global connections. With offices across the US, Latin America, and Europe, we are united by a shared passion for inspiring meaningful human connections. Our mission is to personalize communication, ensuring our technology enhances teams' ability to connect with what truly matters, regardless of where work takes place.

Communication is vital for success—whether engaging with customers or collaborating internally. Our platforms facilitate interaction, idea sharing, and bringing visions to life. We believe human interaction is the cornerstone of brilliance and prioritize it in everything we do.

Our vibrant culture is key to our success. We foster a supportive and engaging environment through community-building, collaboration, and growth initiatives. Our DEI council actively promotes diversity, equity, and inclusion worldwide via newsletters, webinars, fundraisers, and more, cultivating a culture of belonging.

We value our employees and offer comprehensive benefits, including paid vacation, holidays, and other perks.

Broadvoice is an Equal Opportunity Employer and provides reasonable accommodations to enable individuals with disabilities to perform their roles.