Account Manager – Customer Success

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and enhance relationships with key clients, ensuring their satisfaction, retention, and strategic development.

• Act as the main liaison between the company and its clients.

• Advocate for solutions that are customized to meet clients’ needs and uncover new business opportunities.

• Build and sustain robust relationships with key clients and offer tailored solutions.

• Conduct regular meetings to assess results.

• Discover growth potential within the current client base and work alongside the Sales team to broaden the portfolio.

• Travel to conduct face-to-face client visits across Brazil.

• Provide prompt, empathetic, and high-quality technical support.

• Serve as an escalation point for addressing complex and critical issues.

• Collaborate with Support, Product, and Commercial teams to ensure excellent service delivery.

• Track account performance and service metrics, including average handling time, SLA, satisfaction, and NPS.

• Create progress reports, satisfaction metrics, and action plans.

• Document and enhance service and escalation procedures.

• Engage in developing account strategies with growth objectives.

• Train clients on new products and features.

• Ensure customer service tools are functional and optimized.

• Coordinate with Product, Implementation, Sales, and Customer Success teams.

⛳️ Requirements

• A background in Biochemistry or a related healthcare field is advantageous.

• Prior experience in the clinical laboratory testing industry is beneficial.

• Familiarity with Autolac software.

• Experience with customer service management and CRM tools, such as Jira, HubSpot, and other similar platforms.

• Understanding of contract interpretation.

• Bachelor’s degree.

• Experience in customer service.

• Previous laboratory experience.

• Strong negotiation skills.

🏝️ Benefits

• Five-year service bonus.

• Birthday day off.

• Health insurance.

• Education assistance.

• Home office allowance.

• Discount club.

• Pharmacy partnership.

• Career development plan.

• Profit-sharing bonus.

• Life insurance.

• Food allowance.

• Transportation allowance.

• Dental insurance.

• Psychological support.

• Meal voucher.