Customer Success Manager

We are ElectroNeek

ElectroNeek empowers IT Service Providers to bring complex Hyperautomation technologies to 200M+ small and medium-size clients with no-code tools, partner-centric support and disruptive business models. With customers ranging from boutiques and newcomers in the automation-as-a-service industry to established market players like Xerox, Compasso and Ricoh, ElectroNeek provides best-in-class services including ultimate GTM support by vendor.

Role Description

We are currently seeking a Customer Success Manager for the LatAm market, to work fully remotely. As a key point of contact and liaison between ElectroNeek and its customers. In this role, you will manage customer relationships and journey to guide them toward success and sustainable growth in the LatAm region.

You will take ownership of the accounts' success, and relationships with ElectroNeek. You will ensure our customers' success and satisfaction with our products and contribute to their long-term loyalty.To effectively manage these responsibilities, you will monitor and drive customer business performance, software usage, technical incident resolutions, level of customer engagement, and overall satisfaction. Using a data-driven, consultative approach and strong problem-solving skills, you will ensure that our partners are maximizing their market potential with ElectroNeek.

The ideal candidate has experience as a Customer Success Manager or Technical Account Manager in the tech industry, with a proven track record of owning and upselling multiple accounts, and is comfortable with the challenges of a fast-growing startup.

Responsibilities

• Guide customers through ElectroNeek's range of product offerings and resources, facilitating their success with marketing, sales, and project implementation.
• Track, guide and deliver customers' growth within ElectroNeek's success journey: recommended roadmap based on the successful experience of current customers.
• Proactively follow up with customers based on ongoing projects, trends, and/or previous needs.
• Maintain accurate client records in our CSM software (Planhat) by keeping track of any contract updates, upsell and resell, registering all tasks and commitments, ensuring that nothing is overdue, and consistently identifying next actions for upsell and other opportunities.
• Identify upsell, cross-sell opportunities and help partners find the best offer to accomplish their business goals.
• Monitor customers health by collecting and analyzing data related to their usage, technical requests, project implementation, communication engagement, and feedback.
• Collaborate with internal departments to fulfill client needs, including analyzing customer requests and effectively communicating follow-up and guidance to internal teams.
• Take ownership of payment and processes by controlling plans and forecasts, engaging with partners, and escalating issues as needed.

• A fully-remote, tech-enabled environment.
• A fantastic compensation plan for overperformance. If you're committed to breaking records, you'll be rewarded with a commensurate level of compensation.
• Significant depth of industry experience in our leadership team, and a deep-seated desire to share this hard-won knowledge.If you bring the effort, we ll help you with the roadmap every step of the way.
• An exceptionally tight-knit team of friendly colleagues.
• Opportunity to work with an internationally distributed team.Our team members come from a variety of backgrounds and locations, providing you with a diverse and dynamic work environment.
• Paid time off and vacation.
• We offer a stock option plan that allows you to share in our company's growth and success.

Requirements :

• 3-5 years of experience in customer success management, including ownership of accounts revenue.
• 7-8 years total experience in the IT industry.
• Native Spanish speaker with great communication and writing skills.
• Fluent English language skills.
• A passion for being a subject matter expert is essential. A strong foundation of product knowledge is key to success as a CSM.
• Strong business acumen and strategic vision, capable of conducting structured analyses and developing detailed action plans.
• Understanding of business and SaaS metrics (ROI, ARR, MRR, margin/ rate, Churn rate, Retention rate).
• Experience with product usage statistics (telemetry).
• Familiar with technology in general, or RPA specifically (big asset)
• The ability to communicate technical information effectively with customers.
• Strong persuasive skills are a must, including the ability to make a convincing case to customers.
• Experience with CSM software systems (Churn Zero, HubSpot etc).
• Being comfortable learning new technologies, software, and processes.
• Problem-solving, critical thinking, excellent communication skills and strategic planning are paramount to success as a CSM.
• You ve worked in a fast-growing tech startup. You know exactly what that entails.

Remote Work :

Yes

Employment Type :

Full-time