Customer Success Manager tasked with managing IT services and customer relationships post sale for colocation and cloud solutions. Ensuring value and engagement to drive renewals and expansion.
About the role
- Analista de CRM responsible for executing customer engagement strategies. Collaborating with diverse teams to optimize service offerings at Pmweb.
Responsibilities
- Opportunity Identification: Detect new needs and expand clients' service portfolios.
- Proactive Communication: Maintain daily contact with clients, participating in meetings and communicating via email and WhatsApp.
- Strategic Relationship Management: Build close relationships with clients, understand their needs, and deliver exceptional service.
- Platform Adoption: Increase usage of Pmweb's platforms and products, driving customer engagement and satisfaction.
- Workshop Facilitation: Design and deliver workshops to train clients on effective use of available tools.
- Project Management: Participate in special projects assigned by management and collaborate with operational teams.
- Metrics Monitoring: Track client metrics daily to ensure strategies are optimized.
- Impactful Reporting: Develop and present weekly and monthly reports with insights on performance and service consumption.
- CRM Strategy Development and Implementation: Focus on optimizing segmentation and personalization of campaigns using methodologies such as RFM (Recency, Frequency, Monetary) and LTV.
- Control Group Implementation: Measure the effectiveness of marketing campaigns to ensure efficient resource allocation.
- LTV Analyses: Identify high-value customers and propose actions to maximize return on relationship.
- Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors using segmentation data.
- CRM KPI Monitoring: Analyze retention, churn and engagement rates, recommending continuous improvements.
- Cross-functional Collaboration: Work with marketing, data and BI teams to align CRM strategies with business goals.
- Detailed Performance Reporting: Provide insights on customer behavior and campaign effectiveness.
Requirements
- Bachelor's degree in Marketing, Advertising, Communications or related fields.
- Previous experience managing client portfolios and strategic account management.
- Solid knowledge of digital marketing, CRM campaigns and performance marketing.
- Familiarity with CRM, CRO and loyalty best practices.
- Proficiency in data analysis, metrics and results interpretation to identify new business opportunities.
Benefits
- Medical and Dental Insurance
- Life Insurance
- Childcare Assistance
- Birthday Day Off
- Wellhub
- Transport Allowance
- Meal and/or Food Allowance
- Language Learning Support
- Education Support
- Certification Incentives
- Home Office Allowance
- Structured evaluation cycle and continuous feedback
- Profit-sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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