Senior Client Success Manager at Collinson driving client engagement and product adoption in the travel ecosystem. Collaborating across teams to optimize product strategy and client satisfaction.
About the role
- Customer Success Specialist focusing on automation and chatbot for enhancing customer experiences at Up.p. You will connect data, technology, and empathy to deliver value to each interaction.
Responsibilities
- Map and automate critical stages of the customer journey, creating intelligent flows and personalized experiences via chatbot.
- Configure, test and optimize bots and integrations between systems.
- Map and redesign end-to-end customer journeys, considering all touchpoints and experiences.
- Define and track success metrics (NPS, CSAT, bot engagement, etc.), generating actionable insights.
- Work collaboratively with Product, Technology, Marketing and Operations to evolve processes and journeys.
- Create and maintain playbooks, templates, automations and technical documentation (flows, scripts, personas, etc.).
- Lead continuous improvement and churn-reduction projects based on strategic analysis and retention initiatives.
- Conduct business meetings to present results, KPIs and opportunities for improvement.
- Ensure governance of support queues and compliance with SLAs.
- Approve and drive changes in support tools (bot, scripts, flows).
- Serve as technical liaison with development and product teams for adjustments and new integrations.
- Act as a technical and consultative reference for the CS team, supporting standardization and best practices.
Requirements
- Proficiency with support tools (Octadesk, Zendesk, Freshchat or similar).
- Experience with CRMs.
- Experience with BI and data visualization tools (Power BI, Google Data Studio, Looker).
- Deep knowledge of CS KPIs.
- Skill in process flows and continuous improvement methodologies (PDCA, 5W2H, etc.).
- Advanced Excel and experience building analytical dashboards.
- Knowledge of IVR automations, bots and integrations via API.
- Experience with process automations, communication flows and chatbot tools.
- Analytical ability and strategic vision to translate data into action plans.
- Proactivity, an ownership mindset and a continuous curiosity for new technologies.
- Experience deploying chatbots at scale (WhatsApp, Web, App).
- Background in companies that use data- and automation-driven CS methodologies.
- Familiarity with APIs, integrations and complex data analysis.
Benefits
- 💳 Flash Card (turbo) for meal and/or grocery allowance.
- 🏥 Health insurance including dependents, at no cost and with no copayment.
- 🦷 Dental coverage including dependents, at no cost and with no copayment.
- 💪 Wellhub (Gympass) including dependents, to support physical, spiritual and emotional health.
- 🤩 Wellness allowance.
- 💙 Life insurance.
- 🚌 Optional commuter allowance for in-office days.
- 🚗 Discounted on-site parking for monthly subscribers at our office building.
- 🚴♀️ Bike storage at our office building, with locker rooms and no additional cost.
- 🚀 Semiannual performance reviews for recognition and merit, enabling accelerated development for Up.pers.
- 💰 Variable compensation based on merit (semiannual evaluation).
- 🎂 Birthday day off.
- 🏆 Frequent celebrations to recognize achievements and strengthen our connections.
- 🍽 On-site common area in our office, with snack bar, refrigerator, microwave and full facilities for meals or breaks.
- 🆙 Up.p products with exclusive conditions for Up.pers (subject to approval).
- 🎁 "Parque da Cidade" Club — a benefits and exclusive discounts program at the Parque da Cidade Shopping Center (located just below our office).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Leader of Client Success overseeing a team to ensure client success in investment management solutions. Establishing strategy and executive - level relationships for client loyalty and expansion.
Managing Partner success in Brisbane and accelerating growth for Xero's accounting ecosystem. Collaborating with firms to embed Xero's Practice Tools and drive sustainable revenue growth.
Client Experience Specialist at Canada Life providing administrative support to advisors and ensuring excellent client service. Handling inquiries and coordinating client communication in a financial services environment.
Customer Success Sr. Specialist at Mastercard engaging stakeholders and optimizing services. Supporting business growth through effective solutions in the payments ecosystem.
Senior Specialist in CRM Onboarding & Engagement improving user activation and retention at McAfee. Designing onboarding pathways and performing analytics for product adoption and engagement strategies.
Customer Success Operations Specialist ensuring customer satisfaction and operational efficiency through collaboration and operational excellence. Managing inquiries and supply commitments to meet customer expectations.
Customer Success Manager managing client portfolios at Entrata. Driving customer satisfaction and retention by ensuring successful adoption of Entrata’s Homebody Product.
Client Success Specialist supporting Foundr’s students from ideation to scaling in coaching programs. Guiding founders through onboarding and helping with business metrics management.
CRM Analyst at Check Commerce managing campaigns and performance analysis to enhance client relationships. Developing creative content and optimizing communication strategies.