Customer Success Manager Spanish and Portuguese Speaker

Krank is an investment backed BB SaaS platform innovating in the global heavy equipment market Krank is working with leading global brands to transform the way they buy and sell heavy equipment online meaning customers can sell faster improve revenues and scale their businesses

Cambridge UK headquartered Krank enables customers to manage their distribution process directly via its unique marketplace and networking technology whilst allowing its clients to keep control of their data and processes Krank leverages network effects so customers can reach more highintent buyers improve conversion speeds reduce conversion costs and improve sales revenues

We have had some great success across the globe especially in South America and see this as a key market moving forward and so would require this role to be fluent in English Portuguese and Spanish

We are seeking an experienced and passionate Customer Success Manager to join our team The successful candidate will be responsible for ensuring our clients satisfaction with our products and services by providing timely and effective solutions to their inquiries and issues The Customer Success Manager will work closely with the sales marketing and product teams to ensure that our clients needs are met and their expectations exceeded

This is a varied position that will require frequent multitasking between customer success technical business strategic marketing and planning activities You will be expected to drive results that tie back to strategic business goals for your accounts as well as collaborating with other departments to continuously improve the client experience from initial onboarding to ongoing guidance support upselling and assisting with renewals

Full time role primarily based in our Cambridge office with potential flexibility once established or where shift work is required outside of normal business hours for example working with clients in South America time zones Occasional travel may be required

Support senior team members with projects and strategic planning to ensure business goals are achieved

Develop and maintain strong relationships with our clients to understand their business needs and goals

Provide prompt and effective solutions to client inquiries and issues through various channels such as email phone and chat

Serve as the primary point of contact for clients and manage their expectations throughout the customer journey

Work with the sales team to onboard new clients and ensure a smooth transition to our platform

Collaborate with the product team to identify areas for improvement and new feature requests based on client feedback

Monitor and analyse client usage data to identify opportunities for upselling and crossselling

Established product expert and trainer

Conduct periodic business reviews with clients to ensure their ongoing satisfaction and identify areas for improvement

Maintain accurate and uptodate records of client interactions in our CRM system and utilise the available data where required

Identify manage and resolve client issues involving the relevant teams where required and using ticketing for visibility

Fluent in English Portuguese Spanish

Flexibility to work on South American time should client require

Bachelors degree in business marketing or related field

years of experience in customer success or account management in a SaaS company

Excellent communication and interpersonal skills

Strong problemsolving and analytical skills

Ability to work in a fastpaced environment and manage multiple priorities

Experience with CRM software such as Salesforce or HubSpot

Familiarity with project management tools is a plus

Knowledge of the software development life cycle and agile methodologies is a plus

If you are a highly motivated individual who is passionate about delivering exceptional customer service and support we encourage you to apply for this exciting opportunity We offer a competitive salary and benefits package as well as opportunities for growth and career development within our organization

Competitive salary

Bonus scheme

Employee Assistance Programme

days annual leave bank holidays

Life insurance

Critical illness cover

Pension scheme

Cycle to work scheme