Customer Success Manager

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

📋 Description

• Oversee all facets of the organization's connection with current clients

• Ensure client satisfaction and maintain account health

• Enhance ongoing client relationships by delivering exceptional technical services

• Secure customer renewals, foster expansion prospects, and boost sales to existing clients

• Retain and expand accounts within the portfolio, primarily focusing on clients from Brazil

• Serve as the main point of contact and representative of Panaya to clients while advocating for their interests internally

• Direct customer account management, encompassing renewals, expansions, and upselling initiatives

• Guide the customer journey, including onboarding, consultancy on methodologies, and sharing best practices

• Cultivate strong, positive relationships as a trusted advisor with clients at various levels

• Promote product updates and adoption, pinpoint opportunities to demonstrate use cases, and assist customers in reaching their objectives

• Represent customers’ interests within the organization

• Maintain technical proficiency regarding product capabilities, use cases, and best practices

• Provide support to clients and prospects with expertise on tool-related inquiries

⛳️ Requirements

• Proficiency in English is mandatory

• Proficiency in Portuguese is essential

• Minimum of 5 years of client-facing experience in deploying Enterprise applications such as SAP or Oracle EBS in a techno-functional or DevOps leadership capacity

• Experience as a Customer Success Manager / Technical Account Manager for SaaS enterprise software in a DevOps setting is preferred

• Exceptional verbal and written communication skills, along with strong presentation and interpersonal abilities, demonstrated in a direct client-facing role

• Capability to manage fast-paced sales processes and handle multiple customer accounts

• Understanding of the software development life cycle and DevOps principles

• Certifications such as PMP or SAFe are advantageous

• Proficient in customer service and technical support, possessing strong analytical and problem-solving skills, high professionalism, ability to multi-task, keen attention to detail, and self-drive

• Business acumen and analytical mindset

• Ability to thrive in a dynamic, cross-functional, team-oriented environment

• Competence in communicating and negotiating with C-level executives, decision-makers, and procurement/contract teams

• Experience in SAP development is an additional advantage

• Please submit your resume in English.

🏝️ Benefits

• Comprehensive health insurance

• Opportunities for professional development and training

• Flexible working hours and remote work options

• Collaborative and innovative work environment

• Competitive salary and performance-based bonuses