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
- Customer Success Manager responsible for client engagement and success, ensuring effective use of Global's technology solutions. Collaborating across teams to enhance customer satisfaction and retention.
Responsibilities
- Manage a portfolio of clients, ensuring engagement and adoption of Global's solutions.
- Develop a consultative relationship with clients, understanding their needs and proposing strategic solutions.
- Monitor success indicators (KPIs), such as submission of settlement reports (borderôs), credit recovery and churn, ensuring performance, cadence and retention.
- Proactively work to prevent churn by identifying risks and proposing actions to increase customer satisfaction.
- Collaborate with Sales, Finance and Operations to optimize the customer journey.
- Develop action plans to improve the customer experience based on feedback, analysis and best practices.
- Present results reports and recommendations to internal and external stakeholders.
Requirements
- Bachelor’s degree completed, preferably in Finance, Business or related fields.
- Experience managing B2B client portfolios and with technology solutions for collections and financial management.
- Analytical skills to interpret data, KPIs and insights and propose evidence-based solutions.
- Strong communication and influencing skills to ensure client alignment and engagement.
- Knowledge of retention techniques, growth strategies and churn prevention.
- Consultative mindset focused on delivering value and customer success.
- Experience with CRM and collections management platforms is desirable.
- Experience in the finance area, with knowledge of the credit and collections cycle, is desirable.
- Previous experience as a Customer Success Manager or Key Account Manager is desirable.
Benefits
- Meal allowance or meal voucher
- Transportation voucher
- Health insurance
- Dental plan
- Pharmacy partnerships/discounts
- Partnership with Care (employee well-being program)
- Partnerships with educational institutions (Undergraduate, MBA/Postgraduate, language courses and continuing education)
- Break area with kitchenette and coffee/food machines
- Free parking
- Employee referral program
- Global gym
- IDP (Individual Development Plan)
- Internal opportunities (Global Talents)
- Common lounge and rest area
- Working hours: 220 hours per month
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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