Customer Success and Account Manager - Remoto

Acerca del empleo

Full Time Customer Success and Account Manager

Company: Bydrec

Location: Remote

About Bydrec: Bydrec is a leading nearshoring firm that specializes in providing top-tier software developers and other technical talent as staff augmentation to US-based clients. Our mission is to bridge the gap between talent and opportunity, ensuring our clients have the skilled professionals they need to succeed.

Job Description: We are seeking a dynamic and bilingual (Spanish and English) Customer Success and Account Manager to join our team. The ideal candidate will be passionate about building strong client relationships and ensuring customer satisfaction.

Key Responsibilities:

• Oversee the entire customer journey, ensuring a seamless process from onboarding to retention.
• Serve as the primary point of contact for assigned clients, ensuring their needs are met and their expectations are exceeded.
• Develop and maintain strong, long-term relationships with clients by understanding their business goals and challenges.
• Collect and act on user feedback to enhance customer satisfaction.
• Coordinate with internal teams to ensure timely and successful delivery of our solutions according to client needs.
• Monitor and report on key account metrics, identifying opportunities for improvement and growth.
• Provide training and support to clients on our services and solutions.
• Proactively identify and address client issues, ensuring a high level of customer satisfaction.
• Escalate complex problems to the appropriate teams, while retaining responsibility for the customer’s issue until it is fully resolved.
• Collaborate with the sales team to identify and develop new business opportunities within existing accounts.
• Manage outsourced resources/ teams in Latin America, ensuring that projects are delivered with quality and on time.
• Liaise with Internal Recruiting Team: Manage client staffing needs by working closely with the recruiting team to ensure the right talent is matched with the right projects.
• Client Feedback Loop: Establish a feedback loop with clients to continuously improve service delivery and client satisfaction.
• Contract Management: Oversee contract renewals and negotiations, ensuring terms are favorable for both the client and the company.
• Performance Reviews: Conduct regular performance reviews with clients to assess satisfaction and identify areas for improvement.
• Talent Pipeline Management: Work closely with the recruiting team to maintain a robust pipeline of qualified candidates to meet client demands.
• Recruitment Strategy: Collaborate with the recruiting team to develop and implement effective recruitment strategies tailored to client needs.
• Onboarding Coordination: Ensure smooth onboarding of new hires by coordinating with the recruiting team and client stakeholders.
• Market Insights: Provide market insights and feedback to the recruiting team to help refine sourcing strategies and improve candidate quality.
• Brainstorm, implement, and own initiatives aimed at improving customer satisfaction and loyalty.

Qualifications:

• Bilingual proficiency in Spanish and English is required.
• Proven experience in Customer Success, Account Management, or similar role.
• Exceptional verbal and written communication skills.
• Strong analytical and organizational skills.
• Ability to work well with cross-functional teams, including research, marketing, product development, and support.
• Enjoyment in working in a dynamic environment and thriving in dealing with new challenges daily.
• Dedication to keeping abreast of industry trends and consistently enhancing skills and knowledge.
• Familiarity with the software development industry is a plus.
• Experience setting up a customer service function, including creating SOPs, playbooks, etc.
• Familiarity with Customer Success metrics and KPIs such as CSAT, NPS, Customer Retention Rate, etc.
• Experience with staff augmentation is required; experience with nearshoring is a bonus.
• Proficiency with customer relationship management (CRM) software, particularly HubSpot, and other key tools/platforms used in customer success.

What We Offer:

• Opportunity to grow within a dynamic and innovative company.
• Flexible working hours and remote work options.
• A supportive and collaborative team environment.

APLICA AQUI:

https://www.linkedin.com/jobs/view/4063839893/?eBP=NOT_ELIGIBLE_FOR_CHARGING&refId=yeiyiFXZP5fPR7rrVzKKxQ%3D%3D&trackingId=vM3f5dR0fK3wu8c%2Bfq%2BF6A%3D%3D&trk=flagship3_search_srp_jobs