Customer Success Manager

Your mission at Sistema.bio:

The Customer Success Manager will ensure the successful adoption, use, and satisfaction of Sistema.bio's products and services among our customers. She or he will be responsible for our compliance with our SLA agreement and the development and implementation of customer care systems, reporting structures, processes, and trainings. The CSM will support our local teams to maintain strong relationships with our customers and will collaborate cross-functionally with other departments to improve customer experience and maximize customer value.

You’ll be in charge of:

• Manage global customer satisfaction and adoption.
• Monitor and support after-sales servicing capacity.
• Develop, implement, and manage our call center capacity.
• Build and support CC local and global team capacity.
• Support the improvement of our customer journey.
• Consolidate knowledge and training through training packages, FAQs, tutorials, manuals, and troubleshooting guides.
• Track, measure, and report key metrics about customer care performance.
• Collaborate cross-functionally with other departments to maximize customer experience and value.

More about YOU:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; master's degree is a plus. 
• +5 years of professional experience.
• +3 years of experience in customer care where you have managed, developed, or implemented customer care systems.
• Experience in a call center environment will be highly appreciated.
• Strong experience in Project Management across different countries and departments.
• Excellent communication and problem-solving skills.
• Ability to work with a multicultural team.
• Advanced CRM user - Salesforce preferably.
• Fluent in Spanish is a plus!
• Passionate about customer care and customer service.
• Demonstrated ability to collaborate and maintain strong working relationships with a variety of stakeholders.
• Proactive, a high performer, and hands-on approach.
• Ability to work with a multicultural team