Senior Customer Success Manager

2 semanas atrás

Porto, Portugal 1WorldSync Tempo inteiro

Do you want to help retailers increase their sales and profitability online? Are you someone who likes to take initiative, be a go-getter exceeding expectations? Good news 1WorldSync is looking for a **Senior Customer Success Manager **to join our team in our Porto or Lisbon office locations in Portugal as part of the 1WorldSync Product Bundles Solution.

1WorldSync is the industry leader in product content management. With approximately 700 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a **Senior Customer Success Manager** to support our growing global team.

Reporting directly to our **Manager of Customer Success, Product Bundles** **the **Senior Customer Success Manager** **will need to be hungry to learn, comfortable delivering against ambitious targets, and championing the customer.

As **Senior Customer Success Manager **at 1WorldSync, responsibilities include the following:

- Take total ownership of your customers and deliver against retention and upsell targets
- Cultivate and develop relationships across your accounts by connecting with key stakeholders to ensure 1WorldSync is viewed strategically
- Gain in-depth knowledge of the SaaS product to effectively communicate its value and address customer inquiries
- Manage your customer accounts, track their usage and adoption, and offer insights to optimize their utilization of Product Bundles and drive growth
- Monitor customer contracts and subscription renewals, working to ensure high retention rates, and identify opportunities for upselling or cross-selling plus gather feedback to relay insights to the product development team
- Develop and maintain customer health scores and metrics to identify at-risk customers and develop strategies to retain them
- Collaborate with sales, marketing, and product teams to align efforts and provide a seamless customer experience.
- Profoundly understand your customers’ objectives, challenges, and expectations. Collaborate both internally and externally to create delivery plans for short and long term growth.
- Stay up-to-date with industry best practices and emerging trends in customer success and SaaS

**Required Skills and Experience**:

- 2+ years managing client accounts at a SaaS company with a proven track record of retaining and growing a book of business.
- Fluent English

***

**Desired Skills and Experience**:

- Clear and confident communicator.
- Well respected, a trusted partner and somebody our customers will want to collaborate with.
- Excellent organizational, problem solving, time management and influencing skills.
- Technically savvy and are happy communicating software updates and product evolutions to your customer base.
- Keep ahead of ecommerce trends and have an interest in the SaaS arena.
- Genuinely care about your customers, and profound customer empathy and an ability to understand customer needs.
- Team player.

**Benefits**:

- Health-care provision
- 28 days paid vacation, as well as public holidays, and volunteer time off
- Summer and Winter salary payment
- Daily meal allowance per day of effective work
- Employee assistance program, including health and wellbeing support

***

**Additional Details**:

- This is a remote position with occasional visits to Porto or Lisbon offices. The position also has the option to work in the Porto or Lisbon office on a regular schedule if desired.
- This position requires up to 10% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

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