Responsibilities
- Maintain clear and consistent communication with enterprise customer success managers to ensure full understanding of company policies and procedures
- Collaborate with the Vice President of Customer Success to create and oversee individual development plans for underperforming enterprise CSMs
- Take full accountability for building and maintaining a high-performing enterprise customer success team, managing daily through quarterly operations to surpass performance targets
- Analyze metrics, reports, and dashboards to detect opportunities for improvement and initiate corrective measures
- Oversee and verify that the enterprise customer success team consistently delivers measurable value aligned with client goals
- Ensure the team consistently provides outstanding customer experiences
- Guarantee consistent and accurate execution of the defined customer journey and engagement model for enterprise clients
- Cultivate strong customer advocates through strategic relationship development
- Act as a senior point of contact for escalated customer issues and support CSMs with tagging processes
- Support negotiations with clients to reduce churn risk and secure favorable contract terms
- Design, implement, and monitor OKRs to track team and individual performance
- Ensure accurate and thorough account management within the company's CRM system
- Create strategic plans using a consultative method to help customers achieve their business objectives
- Support the team in resolving escalated technical support issues
- Offer honest, well-considered input on personnel decisions including hiring, termination, promotions, and disciplinary actions for direct reports
Work Arrangement
Remote
Company
Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil)
