Technical Customer Success Manager (Remote)
Company:Masabi
Location:Colombia
Languages:English
Seniority level:Middle
Skills:
Project ManagementCross-functional Team LeadershipBusiness OperationsAgile methodologiesCommunication SkillsProblem SolvingMentoringCustomer SuccessSaaSRelationship buildingAccount ManagementReportingTrainingTroubleshootingClient relationship management
Requirements:
Experience in Customer Success Management in a SaaS type of company. Ability to explain complex solutions to clients. Exceptional proficiency in written and verbal communication in English. Comfortable operating with individuals at executive and senior management levels. Enjoy working with customers and providing service excellence. Familiar with mobile applications and have an interest in technology. Passionate about the future of transportation, mobility and cities.
Responsibilities:
Manage day-to-day operations of agencies and existing contracts. Handle agency complaints swiftly according to SLA. Cultivate relationships to drive customer satisfaction and loyalty. Refine Customer Success Onboarding Playbook. Coordinate with internal teams to deliver solutions and support UAT and training. Promote operational excellence and ensure satisfaction with services and products. Identify opportunities for improvement and implement Continuous Improvement Initiatives. Manage agency requests like Tariff requests and App/Configuration changes. Prepare and present reports on Masabi's performance against SLAs. Collaborate with Account Managers to align with account plans and identify new business opportunities.
