Customer Success Executive - Fortaleza, Brasil - Actum Lab North America Inc.

Descrição

Customer Success Executive (Remote)
Floori is looking for a customer-oriented, empathetic, and driven individual to join our team as a Customer Success Representative.

In this crucial role, you'll act as the key point of contact for our customers, fostering strong relationships, understanding customer goals, and enabling them to maximize their return on investment (ROI) from our software.

Who We Are:

Floori provides a cutting-edge B2B SaaS sales tool that empowers flooring retailers and manufacturers worldwide.

Our software suite utilizes augmented reality technology to enhance the customer buying experience and streamline the sales process for flooring companies.

With a global presence and a passionate team distributed across Central Europe, the Middle East, the United States, and the APAC region, Floori is revolutionizing the way flooring is sold.

Job description:

• Onboarding and Implementation:
• Assist customers with the initial setup and configuration of our SaaS product, ensuring a smooth onboarding process._
• Relationship Building:
• Develop and maintain robust relationships with customers, acting as their primary contact, fostering trust and loyalty._
• Customer Training and Support:
• Conduct product training sessions, create educational resources, and offer ongoing support to address customer queries and concerns._
• Customer Success Planning:
• Collaborate with customers to understand their goals and align those with the capabilities of our software. Develop success plans or strategies to achieve desired outcomes._
• Reporting and Analytics:
• Assist in generating reports and analyzing customer data to identify trends, patterns, and opportunities for improvement, using insights to drive decisionmaking and strategic planning._
• Cross-Functional Collaboration:
• Collaborate with crossfunctional teams such as sales, marketing, product management, and support to ensure a seamless and superior customer experience._
• Product Adoption and Engagement:
• Promote product adoption, provide guidance on best practices, and ensure customers are fully engaged with the product._
• Customer Feedback and Advocacy:
• Collect feedback from customers, identify areas for improvement, and advocate for customer needs within the company to drive product enhancements or changes._
• Renewals and Upselling:
• Monitor customer satisfaction, identify renewal opportunities, and work closely with the sales team to expand customer relationships through upselling or crossselling._
• Implement Customer Success Protocol:
• Implement the company's customer success protocol, developing guidelines, creating resources, and training team members._
• Master Product Knowledge:
• Gain thorough knowledge of Floori's value proposition and product features to effectively communicate with customers._
• Post-Sale Activities and Tech Support:
• Handle all post-sale activities, including addressing technical support inquiries and coordinating with appropriate teams for resolution of complex issues._
• Client Relationship Ownership:
• Take complete ownership of a portfolio of clients, build strong relationships, understand client goals, and drive their success by aligning their needs with the software's capabilities._

Who we're looking for:

• Humble and eager to learn.
• Proficiency in English is a must.
• Proficiency in Portuguese or Spanish will be an advantage.
• 23 years of experience in a customerfacing role such as customer success, account management, or customer support.
• Bachelor's degree in Business Administration, Marketing, Communication, Computer Science, or a related field.
• Leadership potential or experience in a supervisory capacity.
• A pronounced focus on delivering exceptional customer experiences and a deep understanding of customer needs.
• Exceptional communication skills, both verbal and written.
• Deep understanding and passion for delivering exceptional customer experiences.
• Strong problemsolving abilities and creativity to provide effective solutions to customers.
• High level of empathy and patience when dealing with customers.
• Comfortable working with American and Brazilian client's time zones.
• Understanding of the SaaS industry and its products.
• Proficiency in G Suite, Excel, Hubspot (or other CRMs), VoIP tools.
• Basic HTML/CSS and basic Photoshop skills would be an advantage.

What we offer:

• Join an international team of over 45 highly motivated individuals spread across 5 continents.
• Work from the comfort of your own home with a flexible remote work environment.
• The opportunity to be part of a dynamic company that is reshaping the flooring industry.

How to Apply:

If you are a customer-focused professional with exceptional communication skills, technical aptitude, and a genuine passion for ensuring customer success, we'd love to hear from you.

Embark on your career journey with Floori and contribute to the future of customer success in the fl