Customer Success Manager

VTEX

Mexico City

hace 3 días

ABOUT USVTEX is the only multitenant commerce platform capable of unifying experiences in all sales channels. With a robust solution, scalable cloud infrastructure and powerful tooling, our platform accelerates the transformation of complex operations.

More than 3400 renowned companies of varying sizes and segments, with operations in 43 countries and in global expansion, have in VTEX the solution for the online sale of their products, among them major names such as Sony, Motorola, Walmart, Whirlpool, Coca-Cola, Stanley Black & Decker, and Nestlé.

OUR CULTURE TRUST TO BE TRUSTED : We trust each other without reservations and delegate our responsibilties continuously.

To be trustworthy you need honesty, transparency and consistency in quality and performance. This bond is built upon exchange : trust to be trusted.

BUILD FOR COMMUNITY : It's all about being ready to grow and reach new levels together. When you have a solid foundation, modular thinking and a scalable essence, you're building for the community.

We are global but we're audacious enough to aim for the stars. BE BOLD : Boldness is about challenging the status quo and not being afraid to make mistakes or take risks.

We test new alternatives, walk into the unknown and explore possibilities no one thought about. To be bold is to apologize instead of asking for permission.

ABOUT THE TEAM AND THE OPPORTUNITY Our "customer experience" team is the main interface between VTEX and its customers. We are looking for a quick learner who likes technology, wants to master the different business scenarios of the VTEX platform, can develop creative solutions to our customers, challenges and is always engaged on improving the customer-company relationship.

JOB TO BE DONE The Customer Success Manager (CSM) is a Business Consultant. The CSM is in charge of helping our customers reach their true sales potential while maximizing the customer's lifetime value for VTEX.

He / she ensures our customers are engaged with us, loyal to our brand and promoters of our products. He / she is the main point of contact between our customer and VTEX, being the customer's voice internally.

The CSM works with our support analysts, specialists and project teams to ensure technical needs are met. The CSM is an eCommerce expert, and will help our customers in the identification of opportunities and in the execution of their growth plan.

IN THIS ROLE, YOU WILL

Participate actively in our clients' strategic and growth plans

Develop joint business plans and lead health check points

Advocate internally for our customers', influencing processes and product decisions

Establish strong relationships with our customers' middle to senior executives

WE WANT SOMEONE WHO HAS

A solid experience in various areas around eCommerce. Experienced in solving business problems and quickly picking up new tools or skills

Business savvy : to get close to customers, our Customer Success Manager needs to understand them in particular, the mechanics of their business

Analytical : a strong CSM should be able to unlock value from data in order to identify opportunities

Tech savvy : some level of "technical comfort" makes it a lot easier to understand the product and its potential

Mature and has a high "emotional quotient" : patience, calmness under pressure, attentiveness (the ability to listen, rather than speak), empathy and a polite demeanor are a must for this role.

The CSM has a high ability of developing strong business relationships.

A strong communicator - both verbally and in writing

An strategic thinker : the CSM must be able to see beyond the customer's expressed needs and opportunities. He / she needs to understand the direction the market in going towards, and either support the client in finding the best ways to follow the market, or on how to lead change whenever possible.

Able to work autonomously and has a very high level of energy

Able to work with multiple cross-functional groups, including business and technical teams

Fluent in English (desired)

WE EXPECT FROM YOU

It is not mandatory, but would be a plus :

Experience in a mature / leading eCommerce player;

Experience with JavaScript, CSS, HTML is a plus;

Experience with Web Analytics;Familiarity with API Rest and Soap;

Experience with backend development;

Intermediate user of Microsoft Excel;Experience with Google Analytics;

Experience with the VTEX platform is a plus.

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