Customer Success Manager – Senior

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AGGRANDIZE

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🔒 Cybersecurity

🤖 Artificial Intelligence

🏢 Enterprise

Cybersecurity • Artificial Intelligence • Enterprise

AGGRANDIZE is a technology company focused on transforming business challenges into solutions through innovation and expertise. Since 2015, AGGRANDIZE has been offering a wide range of services including Modern Applications, Platform Engineering, Cyber Security, Data Analytics, and Artificial Intelligence. With a team of certified professionals, the company aims to enhance the operations and success of its clients and partners.

📋 Description

• Serve as the primary point of contact between the client and the support teams, ensuring an excellent customer experience • Monitor and track contractual SLAs, ensuring agreed service levels are met • Analyze the volume, recurrence, and severity of incidents and service tickets, proposing actions for continuous operational improvement • Conduct regular follow-up meetings (QBRs and Monthly Reviews), presenting performance, availability, and stability metrics • Act as the focal point during critical incidents, coordinating communication between clients and technical teams • Continuously assess account health (Health Score), identifying risks, improvement opportunities, and actions to increase customer satisfaction • Lead the support onboarding process, ensuring an efficient transition from implementation to operations • Promote the adoption of tools, support channels, and support processes with customers • Serve as the voice of the customer internally, directing feedback and improvement opportunities to product, engineering, and operations teams • Identify opportunities to expand the relationship by proposing new services, architectural improvements, or evolution of the technology environment

🎯 Requirements

• Experience with ITSM tools such as ServiceNow, Jira Service Management, Zendesk, or similar • Knowledge of ITIL processes and best practices, including incident, problem, and change management, and SLAs • Ability to analyze operational metrics such as MTTR, MTBF, FCR, uptime, and other support metrics • Basic knowledge of IT infrastructure, including AWS, Azure, or GCP environments, servers, networking, databases, and information security • Familiarity with monitoring and observability tools such as Datadog, New Relic, Zabbix, Dynatrace, or similar • Knowledge of project management methodologies such as Scrum, Kanban, or PMBOK • Ability to analyze business indicators, Health Score, and the financial impact of support operations • Basic knowledge of Information Security and Compliance, including LGPD (Brazilian Data Protection Law), ISO 27001, and SOC 2

🏖️ Benefits

• Meal/food allowance (VR/VA) of R$39.71/day (flexible card) • Flexible allowance of R$210/month (flexible card) • TotalPass • Health and dental insurance • Life insurance • Profit-sharing (PLR) • Birthday day off • Training and certifications paid for by Aggrandize • Referral bonus program • Career development track