Customer Success Manager - LATAM Market

The CSM will act as a strategic partner, maintaining a healthy P&L, ensuring strong gross margins, and fostering long-term customer retention. https://adr.to/mvegqai

About the Job:
The Customer Success Manager will play a pivotal role in ensuring the overall success and satisfaction of our customers by coordinating daily operations, managing customer relationships, and driving business growth through upsell and cross-sell opportunities.

The CSM will act as a strategic partner, maintaining a healthy P&L, ensuring strong gross margins, and fostering long-term customer retention and contract expansion. This role requires a proactive, empathetic, and problem-solving professional who thrives in a fast-paced, matrix organization, effectively communicating with stakeholders ranging from site engineers to C-level executives. 

What will you do?:

• Lead the onboarding process for new customers, ensuring a smooth and positive experience.
• Collaborate with internal teams to set up accounts, arrange services, and
• Ensure that new customers have a clear understanding of the services, implementation timelines, and respective ESP stakeholders
• Build and maintain strong, long-lasting relationships with customers, acting as their main point of contact.
• Regularly engage with customers through meetings, calls, and on-site visits to ensure alignment on objectives and expectations.
• Understand customer needs, challenges, and goals to ensure satisfaction and long-term retention.
• Oversee daily operations to ensure the smooth delivery of services, managing internal teams to meet customer expectations.
• Deliver quality service reports to customers that accurately reflect the SLA measures agreed in the contract and identify trends / issues and manage any corrective or improvement actions through to successful resolution
• Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
• Proactively address and resolve any operational issues, ensuring timely communication with all stakeholders.
• Create and drive Continuous Service Improvement (CSI) Plans and Service Development Plans to maintain, improve and develop the services delivered by ESP 

P&L Management and Gross Margin Optimization:

• Monitor and manage the profitability of customer accounts, ensuring a healthy P&L and optimizing gross margins.
• Identify cost-saving opportunities and work closely with internal teams to implement efficiency improvements.
• Conduct regular financial reviews to track performance against targets and identify areas for improvement.
• Oversee and manage all aspects of customer contracts, including negotiations, amendments, and renewals.
• Ensure timely renewal of contracts and proactively address any concerns that could impact retention.
• Manage contractual relationships, ensuring compliance with terms and conditions, and coordinating requested changes in contracts with legal and finance teams.
• Maintain a clear understanding of customer contract terms and conditions to avoid potential legal or financial risks.
• Identify upsell and cross-sell opportunities within existing customer accounts to drive revenue growth.
• Collaborate with the sales team to expand the scope of customer contracts, ensuring alignment with customer goals and needs. Work closely alongside the aligned Sales Account Manager on account planning and growth across all customers within assigned portfolio, ensuring any business intelligence, leads or opportunities are successfully identified and referred (if needed)
• Present value-added solutions to customers that enhance their experience and contribute to their long-term success.
• Proactively identify potential issues and resolve them before they impact the customer experience.
• Manage escalations and complex problems, coordinating with internal teams to ensure swift and effective resolution.
• Leverage data and insights to recommend solutions that align with both customer and company objectives.
• Work closely with cross-functional teams (e.g., product development, operations, finance) to ensure alignment and successful execution of customer projects.
• Navigate a matrix organization to effectively manage competing priorities and ensure that customer needs are met without compromising internal processes.
• Provide feedback to internal teams to drive continuous improvement in service delivery and product offerings.
• Communicate effectively across all levels of the customer organization, from site engineers to C-level executives.
• Tailor communication style and content to suit the audience, ensuring clarity and understanding.  
• Prepare and deliver presentations, reports, and updates to key stakeholders, highlighting successes, challenges, and opportunities for growth.
• Empathy: Ability to understand and anticipate customer needs and concerns, fostering trust and building long-lasting relationships.
• Problem Solving: Proactively identifying issues and developing effective solutions that align with customer and company goals.
• Financial Acumen: Strong understanding of financial metrics and ability to manage profitability across accounts.
• Communication: Clear, concise, and adaptive communication style, with the ability to engage both technical and executive audiences.
• Cross-functional Collaboration: Strong collaboration skills in a matrix environment, working effectively across teams and departments.