Customer Sucess Manager

Jelou Inc is currently seeking for a customer-centric, energetic, and highly motivated individual to join our Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Product Management and Finance teams to ensure our services are delivered successfully.

Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts.
• Become an expert in Jelou and educate customers on the use and benefits of our products.
• Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
• Act as the voice of the customer internally and externally; as the customer relationship, work cross functionally with Marketing, Sales, Product and Engineering to ensure a consistent and strong customer message is embedded in processes.
• Achieve / exceed target KPIs including but not limited to: renewal %, upsell %, monthly active usage, and NPS.
• Perform initial on-boarding of accounts with Jelou customers, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
• Execute a comprehensive engagement and communication strategy that proactively maintains high customer satisfaction.
• Maintain a revenue base managing account retention and renewal.

Qualifications

• Customer Service or Success background
• Commercial experience.
• Fluent in Spanish and English (plus)
• Technological background
• Agile project management background