Client Success

Client Success Manager, Business Messaging

Overview: Influences for impact and acts as a trusted advisor to help the client transform their business. Guides strategy, planning, and implementation of use cases to deliver against the client's key performance indicators, ensuring a high level of adoption of our platform.

Key Responsibilities:

1. Identifies optimization opportunities for improving performance.
2. Delivers trainings and builds global playbooks/guides for clients regarding best practices around product implementation and solutions success.
3. Drives product and feature adoption and provides ongoing education to partners (existing and prospects) about new and existing features.
4. Actively seeks customer feedback (both formal and informal) regarding ways to identify and understand the drivers of satisfaction and/or dissatisfaction.
5. Serves as an internal expert in connecting teams to product, solutions engineering, and operational solutions to guide clients, partners, and prospects to overcome technical and business challenges.

Minimum Qualifications:

1. 7+ years experience in customer success, account management, consulting, strategic partnerships, and pre-sales roles at a software/SaaS/CPaaS company.
2. Experience in preparing and delivering presentations targeted to a senior audience.
3. Experience with translating complexity into simple and intuitive action plans, explaining technical solutions, establishing goals, developing opportunities, and generally improving the customer experience.
4. Experience deploying SaaS platforms across enterprise organizations and driving long-term engagement.
5. Experience in adapting to a changing product and responding strategically to client needs.
6. Experience meeting multiple objectives in an entrepreneurial environment with little supervision.
7. Fluent in English and Portuguese.
8. BA/BS degree.

Preferred Qualifications:

1. Up to date on the trends and market-leading companies in business messaging.
2. Experience in channel sales organizations (partner handles selling motion) within an enterprise SaaS or CPaaS business.
3. Experience working with APIs and Cloud Solutions.
4. Vertical/industry experience in the financial services, retail/ecommerce, or telecom sectors.