Customer Success, Mid-level

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

📋 Description

• Overseeing Deliverables Within Client Deadlines: Diligently track the progress and delivery of all agreed-upon items, ensuring clients receive their products or services within the specified timeframes.

• Analyzing Client Results: Gather data, generate reports, and present the outcomes achieved for each client, emphasizing the positive effects of the implemented solutions.

• Approval of Internal Materials Prior to Client Distribution: Review and authorize internal materials before they are dispatched to clients, ensuring the quality and consistency of communications.

• Nurturing Client Relationships: Establish and sustain strong relationships with clients, acting as the primary point of contact and ensuring ongoing satisfaction.

• Defining Parameters for Client Renewals: Work alongside the Project Coordinator to outline the scope of contract renewals, guaranteeing continuity in the partnership.

• Preparing and Overseeing Client Activity Schedules: Develop and oversee the activity schedule for each client, ensuring the efficient execution of all project phases.

• Collaborating with the Coordinator on Team Quarterly Goals: Partner with the Coordinator to finalize and assess the team's quarterly objectives, ensuring alignment with company goals.

• Identifying Cross-sell and Upsell Opportunities with Clients: Continuously evaluate client needs, spotting opportunities to offer additional services (upselling) or complementary products (cross-selling).

• Maintaining Updated Files in SharePoint: Ensure that client-related documentation and files are stored and regularly updated in SharePoint.

• Coordinating Internal Team Activities and Processes in the Management System: Organize internal team activities and processes within the management system, ensuring visibility and effective collaboration.

• Engaging in Meetings (Setup, Kickoff, Biweekly, and Area Meetings): Actively participate in a variety of meetings, including setups, kickoffs, biweekly meetings, and area-specific gatherings, ensuring team alignment.

• Participating in Squad Performance Review Meetings with HR: Engage in squad performance review meetings in conjunction with HR, ensuring a thorough and objective assessment.

• Conducting Squad Feedback Meetings with Support from HR: Facilitate squad feedback meetings, collaborating with HR to foster professional growth and team enhancement.

• Leading Client Project Phase Meetings: Direct strategic meetings throughout the various stages of a client's project, ensuring clarity on goals and required actions.

• Proposing Process Enhancements for OUTMarketing: Offer recommendations to refine OUTMarketing's processes, aiming to boost operational efficiency and service quality.

• Conducting Daily Stand-ups: Lead daily stand-up meetings to review ongoing activities, update the team on recent developments, and realign daily priorities.

• Generating Productivity Reports (Weekly, Monthly, and Quarterly): Compile comprehensive productivity reports on a weekly, monthly, and quarterly basis, highlighting accomplishments, challenges, and areas for enhancement.

• Monitoring Activity Goals and OKRs: Vigilantly track progress against established activity goals and OKRs (Objectives and Key Results), adjusting strategies as necessary to meet objectives.

• Utilizing 3CX for Customer Support: Leverage the 3CX platform to manage customer support effectively, providing exceptional assistance and ensuring efficient communication.

• Regularly Checking the Company's WhatsApp (Tallos): Frequently monitor messages received on the company's WhatsApp (Tallos), responding to inquiries, providing information, and maintaining an open communication channel with clients.

⛳️ Requirements

• Bachelor's degree in Marketing or related fields.

• Familiarity with agile methodologies.

• HubSpot Marketing certification.

• RD Station - Marketing for Agencies certification.

• Google Ads and Google Analytics certification.

• RD Station Inbound Marketing certification.

• RD Station CRM certification.

• WhatsApp Conversations - RD Tallos certification.

• Practical experience with CRM (Customer Relationship Management) tools.

• Intermediate proficiency in marketing automation tools (RD, HubSpot).

• Intermediate proficiency in Google tools (Analytics, Data Studio, Ads).

• Intermediate understanding of Inbound Marketing (funnels, flows, conversion strategies, email marketing).

• Experience with project management tools (Asana, Ekyte, Trello, Studio, Jira).

• Proven experience with CRM.

🏝️ Benefits

• Home-office allowance

• Meal allowance