Customer Success Manager

🕒 Julho 28

🌴 South Carolina – Remoto

🌴 South Carolina – Remote

💵 $75.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

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eGroup

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2003

💼 Consultoria

📦 Logística

📣 Marketing

💰 Private Equity Round em 2021-10

Consulting • Logistics • Marketing

eGroup Enabling Technologies é um provedor líder de soluções de TI e um premiado Provedor de Serviços Gerenciados (MSP) especializado em capacitar organizações a aproveitar a tecnologia para o sucesso dos negócios. Suas ofertas incluem serviços em nuvem, gestão de data center híbrido, soluções de segurança, capacidades de dados e IA, ferramentas de colaboração e serviços gerenciados. A empresa adota uma abordagem centrada no cliente, com forte ênfase em segurança e tecnologias de nuvem da Microsoft, ajudando os negócios a se tornarem mais eficientes e produtivos. Com reconhecimento da Microsoft por sua expertise em segurança na nuvem, a eGroup Enabling Technologies apoia as empresas na gestão de infraestrutura de TI e adoção de tecnologia.

Descrição

• Develop journey maps and outcome goals tracking for assigned client engagements. • Act as the “CX Membrane” for assigned clients, collaborating with other departments to determine best approaches for engagement. • Work closely across a variety of eGroup departments to deliver exceptional client experiences. • Provide CSM services for both professional services projects and managed services engagements. • Monitor customer satisfaction through regular measurement and reporting and implement targeted strategies to address areas requiring improvement. • Concentrate on cultivating robust client relationships to uncover further business opportunities with assigned accounts. • Meet objectives for customer retention by minimizing churn and expanding client relationships through additional products and services. • Achieve targets for client satisfaction, including measurements for overall CSAT, NSAT, TTV, CLV, CES, and other key metrics. • Effectively escalate and resolve customer issues with expertise, urgency, and tact across multiple departments within eGroup. • Contribute directly to continuous improvement of our CX practice. • Providing coaching and education to other eGroup Enabling Technologies team members on CX delivery and strategy will be an integral part of the role.

🎯 Requisitos

• Bachelor’s degree in Business, Communications, or Marketing with notable experience in a technical capacity or technical degree (Information Technology, Computer Science, etc.) with relevant experience in customer relationship management • Equivalent combination of experience and/or education as substitute for a formal degree. • Formal training and certifications in fields relevant to CX a plus. • 2+ years in a direct customer facing, customer success role. • 2+ years experience with an IT consulting organization. • Experience in creating and implementing successful CX programs. • Experience in developing organizational strategies leveraging IT investments. • Experience in developing internal success programs.

🏖️ Benefícios

• Appropriate hardware will be provided by eGroup • Health insurance • Flexible work arrangements