Digital Customer Success Manager: Journey & Adoption

Hitachi Vantara Corporation; Región Centro; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work schedules

Travel internationally

Competitive salary

Family medical insurance

Extended paternity leave

Annual performance bonuses

Referral bonuses

Descripción de la vacante

GlobalLogic, a Hitachi Group Company, seeks a Digital Customer Success Manager to guide the Digital journey across client accounts. You will collaborate with Sales, Product and Ops to drive adoption, retention and advocacy, delivering scalable processes and proactive issue resolution to maximize customer success.

Ideal candidates possess 3+ years in customer success, strong communication, and a passion for data-driven improvement within a SaaS environment. International travel may be involved.

Formación

• Bachelor's degree and 3+ years in a customer success or support role with ops or technical expertise.
• Excellent written and verbal communication.
• Ability to design processes that scale.
• Experience working with cross-functional teams (Sales, Product, Ops).
• Proficiency in Excel and Salesforce.

Responsabilidades

• Create and execute on the Digital Customer Journey to maximize Customer Success coverage across full account base.
• Outline customer lifecycle by determining touchpoints to drive adoption, satisfaction and retention.
• Respond to customer outreach with a positive, customer-centric attitude.
• Provide education and coaching to drive product adoption and maximize product value.
• Field inquiries and direct resolution of issues with internal teams to ensure timely resolution.
• Use a consultative approach to understand goals and success measures and plan digital engagement.
• Meet and exceed team and individual KPIs.
• Identify continuous improvements within the digital journey and document them.
• Research and implement new digital engagement techniques and best practices.
• Work with leadership, Gainsight Admin and Operations to assess new functionality and improvements.
• Serve as a customer advocate, capturing feedback and reporting requests to Product and Engineering.
• Think creatively to solve problems and expand outreach with automation (webinars, newsletters, surveys).
• Develop and share best practices to improve quality, effectiveness and efficiency.

Conocimientos

Customer success

Operations experience

Communication skills

Problem solving

Attention to detail

Cross-functional collaboration

SaaS experience

Salesforce

Excel proficiency

Emotional intelligence

Educación

Bachelor's Degree in related field

Herramientas

Salesforce.com

Excel

Descripción del empleo

GlobalLogic, a Hitachi Group Company, seeks a Digital Customer Success Manager to guide the Digital journey across client accounts. You will collaborate with Sales, Product and Ops to drive adoption, retention and advocacy, delivering scalable processes and proactive issue resolution to maximize customer success.

Ideal candidates possess 3+ years in customer success, strong communication, and a passion for data-driven improvement within a SaaS environment. International travel may be involved.