Digital Customer Success Specialist IRC304773

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

Description

The Customer Success team is seeking a Digital Customer Success Manager (CSM) to support our customers throughout their lifecycle with our clients' automation and digital journeys. The Digital CSM will work with Customer Success leadership to develop and implement a cohesive, strategic digital approach to customer relationships and operations, ultimately leading to increased satisfaction and overall customer retention.

The Digital CSM is responsible for executing on the Digital customer journey, capturing, analyzing and actioning data, sharing feedback and identifying areas of opportunity for improvements to the customer journey. The Digital CSM will work to ensure positive engagement with our customer's platform, and drive adoption and success outcomes, ultimately influencing retention, expansion, and advocacy.

Requirements

• Bachelor's Degree and 3+ years' experience in a customer success or customer support role
  with proven operations or technical expertise.
• Excellent communication (written and verbal).
• Passion for designing processes that scale.
• Ability to break down problems and think through optimal solutions.
• Strong listening skills; open to input from other team members and/or departments.
• Strong multi-tasking, organizational, and prioritization skills; high attention to detail.
• Ability to understand and articulate technical concepts and derive solutions across multiple
  product lines.
• Ability to quickly learn and perform in new software environments.
• Experience working with cross-functional teams (e.g. Sales, Product, Operations)
• Proficiency in Excel, MS Office and Salesforce.com.
• High degree of emotional intelligence and empathy.
• Strong understanding of corporate business world; prior experience in a SaaS preferred
• Customer-centric, can-do attitude with a strong sense of urgency and proactive approach to
  anticipating and resolving issues.

Job responsibilities

• Create and execute on the Digital Customer Journey to maximize Customer Success coverage
  across full Motus account base.
• Outline customer lifecycle by determining the timing and content of touchpoints along the
  customer journey to drive adoption, customer 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 for
  customers.
• Field customer inquiries and direct the resolution of any issues that arise, engaging the
  appropriate internal teams (Product, Ops, Member Services, Customer Care, etc.) as necessary
  to ensure proactive and timely resolution of client issues.
• Employ a consultative approach in discussions with customers to understand their goals and
  success measures. Establish a plan to ensure we are meeting the agreed upon goals using digital
  engagement technologies.
• Meet and exceed team and individual key performance indicators.
• Identify continuous improvements and enhancements within digital journey and create necessary
  documentation.
• Research and implement new digital engagement techniques, utilizing digital customer success
  best practices.
• Adhere to team process and identify/execute on team process improvements.
• Work closely with Customer Success leadership, Gainsight Administrator and Operations team
  to assess effectiveness of new functionality and identify improvements.
• Serve as a customer advocate while capturing customer feedback and reporting requests to
  Product and Engineering.
• Think creatively to solve customer problems.
• Identify ways to expand outreach to customers using automation (webinars, newsletters,
  surveys, etc.).
• Develop and share best practices with team members to continually improve the quality,
  effectiveness, and efficiency of our processes.
• Identify successful Digital campaigns and implement across high-touch Customer Success cohort,
  including enablement of high-touch CSMs.

What we offer

• Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
• Collaborative Environment:Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment - or even abroad in one of our global centers or client facilities!
• Work-Life Balance:GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules.We offer you the best quality of work life so that you exceed the expectations of our clients, while achieving your professional and personal ambitions.
• Professional Development:Our dedicated Learning & Development team regularly organizes English classes, professional certifications, and technical and soft skill trainings. We also offer the chance to travel internationally
• Excellent Benefits:We provide our employees with competitive salaries, family medical insurance, extended paternity leave, annual performance bonuses, and referral bonuses.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world's largest and most forward-thinking companies. Since 2000, we've been at the forefront of the digital revolution - helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.