Customer Success Manager (CSM) Latam - H/F

About the role 🚀

You’ll join the Sales team, composed of ten talented professionals based in Paris and Hong Kong. As CSM, you play a critical role in ensuring that customers achieve their desired outcomes and derive maximum value from the Qantev solutions. This involves proactively managing the customer relationship to drive satisfaction, retention, and growth.

What you will do 👊

• Onboarding and Training:

  • Develop a comprehensive onboarding plan - in collaboration with the Engagement, Tech & product teams-  with timelines, milestones, and resources.
  • Guide new customers through the setup and configuration of the SaaS product after the build phase.
  • Provide initial and ongoing training and resources to help customers get started and maximize product usage.
  • Organize and conduct webinars, workshops, and other training sessions.

• Customer Relationship Management and Retention:

  • Establish clear goals and success criteria
  • Conduct regular business reviews to evaluate progress and demonstrate ROI.
  • Track and report on key success metrics aligned with client objectives.
  • Manage contract renewals and negotiations
  • Build and maintain strong, long-lasting client relationships.

• Upsell and Cross-Sell:

  • Identify opportunities for upselling and cross-selling additional products or services.
  • Work with the sales team to pursue these opportunities.

• Product Expertise and Support:

  • Serve as a product expert, able to answer detailed questions and provide best practices.
  • Coordinate with technical support to resolve customer issues promptly.
  • Educate customers on new features and enhancements.

• Customer Advocacy and Feedback:

  • Act as the voice of the customer within the organization.
  • Gather and share customer feedback to help improve the product and services.
  • Contribute to the development of best practices for customer success.