客户成功经理 - 远程，巴西
Customer Success Manager - Remote, Brazil
关于 Okendo
我们相信满意的客户是最好的营销者。
这就是我们打造 Okendo 的原因——一个客户营销平台，帮助消费者与他们喜爱的品牌建立更紧密的联系。
通过 Okendo，Shopify 品牌可以更快、更高效地增长，通过培养品牌拥护者并最大化客户终身价值。
我们的统一平台和专为评论、推荐、测验、忠诚度和调查设计的独特产品组合，已被 16,000+ 个 Shopify 品牌所信赖，将一次性购物者转化为带来收入的超级粉丝。
职位概要
作为客户成功经理，您将负责为美国客户交付价值和卓越的客户体验。您将加入一个由全球客户成功经理组成的团队，这些经理被我们的商家视为值得信赖的顾问。客户成功经理对客户的留存、扩展和整体满意度负责。您将负责我们产品套件的成功交付，同时通过持续展示价值来积极寻求留存和扩展机会。您将与商家建立关系，并体现我们积极进取的态度，在一对一接触和群体活动两种方式中，满足并超越他们的期望。您将参与我们流程的持续演进，以在客户成功团队内部以及与其他部门协作中保持运营卓越性和效率。
您将如何产生影响：
负责客户留存
维护所负责账户的净留存收入
主动出击：与成功团队成员合作，通过积极参与定义和构建留存策略，负责流失指标。通过遵循服务级别协议（SLA），及时响应流失信号。
加强自动化：帮助构建自动化剧本，以扩大客户成功经理团队的影响力和效果。
根据账户健康评分和其他各种信号，在客户生命周期的关键时刻管理推广活动。
成为商家的战略合作伙伴
管理账户：管理所负责的业务范围。遵守操作标准和 SLA。重点关注包括季度回顾会议（QBR）、客户邮件、入职跟进和 90 天回顾等。
跨部门协作：与支持团队合作，为客户提供高效且高质量的答案。与入职团队合作，确保商家在 Okendo 平台上正确设置，并与支持解决方案工程团队合作，主动解决潜在问题。
查看英文原文
About Okendo
We believe happy customers make the best marketers.
That’s why we built Okendo – the customer marketing platform that creates stronger connections between consumers and the brands they love.
Using Okendo, Shopify brands can grow faster and more efficiently by cultivating brand advocacy and maximizing lifetime value.
Our unified platform and unique suite of products for Reviews, Referrals, Quizzes, Loyalty, and Surveys is trusted by 16,000+ Shopify brands to turn one time shoppers into revenue-driving Superfans.
Position Summary
As a Customer Success Manager, you will be responsible for delivering value and exceptional customer experience to US-based customers. You will join a global team of CSMs who are recognized by our merchants as trusted advisors. CSMs are Okendo are accountable for their retention, expansion, and overall customer satisfaction. You will own the successful delivery of our suite of products, while actively pursuing retention and expansion opportunities through constant value demonstration. You will cultivate relationships with merchants and embody our can-do attitude to meet and exceed their expectations at scale, both through 1:1 touch points and group-based campaigns. You will be involved in the constant evolution of our processes to maintain our operational excellence and efficiency at scale, within the Customer Success team, and collaboratively with other departments.
How you'll create impact:
Own customer retention
Maintain Net Retention Revenue on assigned accounts
Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs.
Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team.
Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle.
Be A Strategic Partner to Merchants
Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews.
Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues.
Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products.
Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo.
Source Expansion Opportunities
Lead merchant consultations with your assigned accounts.
You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite.
Drive Customer Value: Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.
Industry, Product, and Company Expertise
Product Expertise: Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases.
Operations: Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement.
Partner and competitive landscape: Understand the merchant tech stack and learn how to leverage partners to effectively build integrated marketing programs
Communication: Know who, how, and when to work with cross-functional internal resources (support, onboarding, engineering…) to troubleshoot/optimize accounts
Set high standards: Work with management to identify areas and implement personal development plans. Maintain awareness of industry trends and bring recommendations to the team. Take ownership of mistakes and celebrate wins with the team.
What we need from you:
Strong customer-facing and presentation skills with the ability to establish trust and credibility
At least 5 years of experience working in a customer-facing role at a SaaS company
Familiarity with retention and expansion playbooks
Comfortable being proactive and pursuing revenue opportunities with the support of the sales team
A flexible mindset, willingness to participate in the creation and testing of new processes
Ability to work in a high-volume environment
Positive attitude, empathy, and high energy
Ability to think through problems and prioritize tasks based on their relative importance.
Impeccable communication, both written and verbal, and presentation.
A high degree of commitment and resilience as you work to enable the best outcomes for your customer.
Contributes to a positive team culture by representing company values with your team and external clients.
Bonus: Familiarity with Shopify, Klaviyo, or Google Shopping
What We Value:One Team
We are one team committed to the same mission. We trust, respect, and value each other. We recognize the unique skills, experiences, and perspectives each of us has to offer. We continually look for ways to support and enable our teammates.
Champion the customer
Our customers are the heart of our business and the pursuit of their success is our north star, At every step, we prioritize their interests in our thinking and actions.
Strive for Excellence
We commit to excellence as our standard. We set and achieve ambitious goals. We maintain a bias for action, tackle the hard problems, and continually work to improve.
Extreme Ownership
We own the outcomes. We take the necessary action to get things done. We don’t blame others or find excuses. We proactively look for solutions and solve problems.
Integrity Always
We are always honest, trustworthy, and professional. We treat others fairly and with respect. We are transparent and forthright. We take our commitments seriously and deliver what we promise.
Always Day One
It’s always Day 1 at Okendo. If we’re not growing, we’re dying. We prioritize agility over bureaucracy. Velocity over perfection. Outcomes over process. We move fast, learn, iterate, and adapt.
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Originally posted on Himalayas