Head of Account Management

DEUNA; Ciudad de México; A distancia; MXN 30,000 - 70,000; Jornada completa

Descripción de la vacante

Una startup en rápido crecimiento busca un líder para su equipo de gestión de cuentas. Este puesto clave implica dirigir un equipo de éxito del cliente, construir relaciones estratégicas con clientes y desarrollar estrategias para mejorar la satisfacción y retención. Si tienes una sólida experiencia en gestión de clientes, habilidades analíticas y un enfoque colaborativo, esta es tu oportunidad para marcar la diferencia en el mundo de los pagos. Únete a un equipo multicultural y dinámico que está revolucionando el comercio en LATAM con soluciones innovadoras y un enfoque en el crecimiento.

Servicios

Vacaciones y PTO adicional

Trabajo remoto desde cualquier lugar

Apoyo económico para internet y línea de celular

Opciones sobre acciones

Equipo multidisciplinario y diverso

Crecimiento y carrera profesional

Formación

• 7+ años de experiencia en gestión de éxito del cliente, preferiblemente en un entorno SaaS.
• Excelentes habilidades de comunicación y liderazgo con enfoque proactivo.

Responsabilidades

• Liderar un equipo de Gerentes de Éxito del Cliente para mantener relaciones con clientes activos.
• Desarrollar estrategias para mejorar la experiencia del cliente y asegurar la satisfacción.

Conocimientos

Gestión de Éxito del Cliente

Comunicación Interpersonal

Resolución de Problemas

Análisis de Datos

Liderazgo

Colaboración Interfuncional

Educación

Licenciatura en Administración de Empresas

MBA o Maestría en Análisis

Herramientas

Google Analytics

Tableau

Power BI

SQL

Descripción del empleo

About DEUNA

We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we've consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation. We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! Visit https://www.deuna.com/ to learn more about us!

Head of Account Management is responsible for leading the customer success team and ensuring that our customers achieve their desired outcomes through the use of our products. This role involves managing relationships with key stakeholders at DEUNA’s main clients, developing strategies for customer retention and growth, and collaborating cross-functionally with product and data teams to create value for our customers. The Head of Customer Success will work to enhance the overall customer experience, foster adoption, and drive customer satisfaction to meet business objectives.

Key Responsibilities

1. Leadership and Team Management: Lead and manage a high-performing team of Customer Success Managers (CSMs) who are responsible for maintaining and enhancing relationships with all active clients.
2. Strategic Client Relationship Management: Build and manage relationships with senior stakeholders at strategic client organizations, ensuring their needs are met and value is consistently delivered through our solutions.
3. Customer Success Strategy Development: Develop and execute strategies to improve customer experience, drive product adoption, and ensure overall satisfaction and retention.
4. Upselling and Cross-selling: Scale up current customers to acquire updates versions of our product; Billing and revenue will be key metrics for this position.
5. Cross-functional Collaboration: Work closely with product, operations and data teams to develop business insights, create information visualization tools, and identify opportunities to improve product features that generate value for our customers.
6. Customer Issue Resolution: Ensure timely and effective resolution of customer issues, managing collaboration between customer support and technology teams to address any challenges.
7. Customer Satisfaction Monitoring: Monitor customer satisfaction, proactively identifying areas for improvement in the customer experience and taking corrective actions as necessary.
8. Data-Driven Insights: Analyze customer data to identify trends, conversion drivers, and areas where customer success efforts can be improved. Provide actionable insights to leadership and other departments.
9. Customer Success Metrics: Communicate key performance metrics related to customer success, satisfaction, and retention to the leadership team and stakeholders.
10. Client Onboarding and Project Management: Oversee the onboarding process for new clients, ensuring the timely completion of projects and adherence to client requirements, milestones, and deadlines.

Requirements

1. Bachelor's degree in Business Administration, Marketing, or a related field. MBA or Master’s degree in Analytics is a plus.
2. 7+ years of experience in customer success management, preferably in a SaaS environment.
3. Experience working in Ecommerce and proficiency with analytics tools (Google Analytics, Tableau, Power BI, or similar). Knowledge of SQL is a plus.
4. Strong understanding of conversion funnels and conversion drivers.
5. Proven track record of leading and growing a customer success team.
6. Excellent communication, interpersonal, and leadership skills, with a proactive approach to working cross-functionally.
7. Strong analytical and problem-solving skills, with a data-driven mindset.
8. Ability to thrive in a fast-paced, dynamic environment.
9. Technical aptitude to understand client-facing technical issues and communicate effectively with product and technology teams (without needing to be a technician).

What will you find when you join DEUNA?

1. A multicultural team distributed throughout LATAM
2. Dynamism, agility and constant innovation
3. Being part of a high-impact solution for an entire region
4. The best tools and technology to operate
5. Being part of the startup culture.
6. We are in full expansion!

Benefits:

1. Vacations and additional PTO
2. Remote work from anywhere
3. Economic support for internet and cell phone line
4. We all own DEUNA, we offer stock options
5. Multidisciplinary, diverse and dynamic team
6. Growth and career path

Be part of a dynamic team that's creating the next generation payments platform.

Join us at DEUNA!