Customer Success Manager

🔥 20 minutes ago

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Nortal

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

💰 $54.4M Debt Financing - Nortal on 2024-01

Healthcare • Consulting

Nortal is a digital transformation and technology consulting company that partners with governments, healthcare institutions, large enterprises and Fortune 500 companies to design, build and operate mission-critical digital services. The company delivers platform and engineering work across Microsoft, ServiceNow, Salesforce, Adobe and Atlassian ecosystems and provides services including strategy & transformation, cyber resilience, data & artificial intelligence, platform optimization, product & experience, technology & engineering, and IT outsourcing. Nortal operates globally with offices across Europe, the Americas and the Middle East, emphasizes AI-native teams and legacy modernization, and is positioned as a trusted strategic partner for public sector and regulated industries.

📋 Description

• Build, manage, and strengthen long-term, trust-based relationships with assigned clients. • Act as a strategic partner, understanding client needs and anticipating opportunities. • Ensure high levels of client satisfaction, retention, and overall experience. • Define and implement growth strategies for each account (upsell, cross-sell). • Proactively identify new business opportunities. • Negotiate new and existing contracts to maximize value and maintain strong partnerships. • Develop and execute strategic account plans aligned with both client objectives and company goals. • Define, maintain, and achieve revenue, forecasting, and margin targets (gross and contribution). • Report key metrics including revenue, forecast, opportunities, deals, and overall client temperature. • Manage necessary investments for client growth, evaluating ROI and operational efficiency. • Ensure contractual compliance and coordinate closely with Finance and Legal teams when needed. • Work closely with technical teams and other internal departments to ensure a seamless client experience. • Maintain a strong technical understanding of the company’s offerings to provide strategic guidance. • Actively participate in internal meetings, raising risks, improvements, and relevant initiatives. • Create internal reference guides documenting key product features and applications. • Resolve client issues or requests promptly and effectively. • Propose improvements, best practices, and innovation opportunities for client projects. • Collect and act on client feedback to improve processes, products, and services. • Utilize the CRM to track interactions, agreements, opportunities, and account details. • Maintain clear documentation of communications, contractual changes, and strategic decisions. • Ensure forecasting accuracy and update predictions regularly based on new insights.

🎯 Requirements

• Bachelor's Degree in Computer Science, Engineering, or a related field. • 5+ Years of experience in a Customer Success, Account Management, or Customer Support role (preferably within the SaaS or tech industry). • Proven ability to build strong, long-term relationships with B2B clients and stakeholders at all levels. • Exceptional verbal and written communication skills, with the ability to explain complex technical concepts in simple terms. • Strong analytical mindset to diagnose client pain points and a highly empathetic approach to resolving them. • Experience identifying upselling or cross-selling opportunities and driving contract renewals. • Hands-on experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango). • Familiarity with data analysis tools to track customer health scores and usage metrics. • Experience with staff augmentation or software delivery. • Advanced English Level is required for this role, as you will work with US clients. Effective communication in English is essential to deliver the best solutions to our clients and expand your horizons.

🏖️ Benefits

• Competitive USD salary – We value your skills and contributions! • 100% remote work – While you can work from anywhere, you’re always welcome to connect with teammates and grow your network at our coworking spaces across LATAM! • Paid time off – Take the time you need according to your country’s regulations, all while receiving your full salary. Rest, recharge, and come back stronger! • National Holidays celebrated – Take time off to celebrate important events and traditions with loved ones, fully embracing your culture. • Sick leave – Focus on your health without the stress. Take the necessary time to recover and feel better. • Refundable Annual Credit – Spend it on the perks you love to enhance your work-life balance! • Team-building activities – Join us for coffee breaks, tech talks, and after-work gatherings to bond with your Nortal family and feel part of our vibrant community. • Birthday day off – Enjoy an extra day off during your birthday week to celebrate in style with friends and family.