Customer Success Manager - Spain
Customer Success Manager - Spain
Posted on :
13-11-2024
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Job Description
Key Responsibilities
- Client Onboarding and Implementation:
- Lead and support the successful onboarding of new clients;
- Guide clients through the implementation process ensuring a smooth transition to software;
- Develop detailed onboarding plans tailored to client needs.
- Customer Relationship Management:
- Serve as the primary point of contact for assigned clients establishing and nurturing professional relationships;
- Conduct regular checkins and status meetings to assess client satisfaction and address any issues;
- Provide tailored solutions to client problems and escalate where necessary to internal teams.
- Training and Support:
- Deliver training sessions to ensure clients are proficient in using application;
- Maintain training materials and support resources to align with updates and client feedback;
- Offer ongoing product support and guidance to maximize software utilization.
- Collaboration and Communication:
- Collaborate with internal departments (e.g. Product Development Sales and Technical Support) to ensure a seamless client experience;
- Communicate client feedback and improvement suggestions to relevant internal teams to contribute to product enhancements.
- Proactive Relationship Building and Issue Resolution:
- Identify opportunities for account expansion and increased client engagement;
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- Monitor client usage metrics and proactively address any decrease in software adoption;
- Conduct periodic reviews with clients to align software capabilities with evolving business needs.
Key Performance Indicators (KPIs)
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- Client Satisfaction Rate: Based on surveys and feedback collected at defined intervals.
- Implementation Success Rate: Measured by the number of successful client onboardings within the set timeframe.
- Client Retention Rate: Percentage of clients retained on a yearly basis.
- Training Completion Rate: Number of clients successfully trained and using the software as per defined benchmarks.
- Product Adoption Metrics: Level of usage of key software features by clients tracked through system analytics.
- Spanish AML expert: good knowledge of the Spanish AML requirements
Employment Type
Full Time
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