Messangi is looking for a Customer Succes Specialist to join our Business Development team. This person will be responsible for owning and cultivating strong relationships with various external and internal stakeholders. You will act as the voice of the customer, and help drive the entire customer lifecycle, specifically— facilitating a successful customer journey from purchase order to end-user engagement, and ensuring contract renewals and upsells.
Responsibilities
- Lead the processes of retention and growth of existing accounts. Ensuring that clients achieve successful results through the use of Messangi products and services
- Identify opportunities to expand existing accounts (upselling and cross-selling), in conjunction with the Sales team.
- Manage product adoption processes, renewals, referred customers, among others
- Serve as an expert and reliable advisor to clients, educate them on the use and benefits of our products. Turn customers into product and industry experts
- Support new customers during the onboarding process (initial configurations, services set-up, first steps in use): understand their needs and teach them the best way to use the products and services, so that they obtain results from value in the shortest possible time
- Craft and evangelize customer success stories with Messangi, articulate use cases, and drive value propositions to existing customers.
- Take care of the client within Messangi: share the feedback received with the Product, Development, Support, Marketing and Sales teams to encourage innovation, product improvements and user experience.
- Create training material for customers on products and features, conduct initial customer induction sessions when required
- Periodically monitor billing and collection, usage and consumption patterns, usage and cost optimization opportunities, product roadmap, critical or recurring incidents, as well as customer satisfaction in general.
Requirements
- 3-5 years of experience in customer interaction roles: support, post-sales, customer success, desirable with Cloud software products.
- Solid oral and written communication skills: able to adapt to the client's language and translate their proposals into the technical language required in Messangi, and vice versa.
- Strong organization and time management skills: will serve a wide and growing portfolio of clients, prioritizing according to the importance of each account and relying on technological tools to achieve full coverage.
- Ability to solve both simple and complex problems: try to meet customer requirements by adapting existing functionality or persuade them to take advantage of already available features where possible. Understanding of medium and high complexity platforms and solutions
- Strong analytical, data understanding and interpretation skills: basing actions and strategies on available data and its analysis, being able to question intuition
- Knowledge of the industry of software services and cloud-based platforms, B2B solutions, APIs, internet, cellular technology.
- Able to easily interact with senior executives (CXOs, presidents, vice presidents, directors) and representatives of various areas (technology, marketing, finance, etc.). Persuasiveness
- University degree in business, marketing, computer science, telecommunications or related disciplines
- Intermediate to advanced English language proficiency
- Desirable experience in the use of CRM tools, spreadsheets, data analysis, Google Workspace suite.
- English desirable
LocationThis position will be located in our office at Caracas-Venezuela. You will get to experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.Company OverviewSince 2001, Messangi has been connecting companies to their customers on billions of devices around the world.
Our versatile and reliable platforms have been built in-house by some of the top engineers in the business. To power our operations, we have world-class teams in 7 countries willing to go the extra mile to meet our customers’ needs.Today, top mobile operators, global banks, and retailers rely on Messangi to solve their customer communication and engagement challenges. Our solutions for SMS, Email, Apps, Mobile Wallet and Voice Assistants continue to revolutionize company-customer interactions, making communication easier, efficient, and more accessible than ever before. Messangi’s cloud communications platform as a service can be customized and molded to create the best fitting solution.
With the combination of multiple channels, reach and engage your customers in a more efficient way.
