Client Success Lead

hace 5 días

Mar del Plata, Buenos Aires, Argentina AgileEngine A tiempo completo
Client Success Lead - Drive Growth & Transform Cx @ Reply Pro

Client Success Lead
Are you a proactive, energetic, and skilled professional? Are you passionate about client satisfaction and marketing? If so, Reply Pro wants to hear from you Reply Pro is a growing SaaS company that offers omnichannel Customer Experience (CX) management for local businesses. We help clients manage customer interactions, streamline processes, and drive growth. Our platform empowers businesses with the tools they need to enhance their customer experience and build lasting relationships.

As our Client Success Lead, you'll play a pivotal role in ensuring our clients receive personalized support from the onset. You'll drive client satisfaction, retention, and revenue growth by delivering exceptional onboarding experiences and fostering long-term relationships with our clients.

Role Outcomes
  1. Retain existing revenue with our existing clients (via better service and attention).
  2. Reduce churn of new clients by providing a delightful onboarding experience and quicker service.
  3. Increase revenue by repurposing guides and tutorials into marketing materials and campaigns.
  4. Foster client relationships to receive continuous feedback, identify areas for improvement, and tailor our services to meet their unique needs.
  5. Unlock marketing opportunities by developing marketing campaigns using the content created for the onboarding processes.
Key Responsibilities
  • Quickly handle client tasks and coordinate communication across departments.
  • Develop and oversee the onboarding process for new clients.
  • Be an advocate for our clients and their customers.
  • Foster strong relationships with clients, ensuring their ongoing success.
  • Collaborate with internal teams to identify and resolve client issues.
  • Interface with software Engineers to resolve critical issues.
  • Monitor and analyze client performance and identify opportunities for revenue growth.
  • Refine and document our onboarding process, creating an online knowledge base with clear instructions, screenshots, and video tutorials.
  • Use software tools such as Zoho, Loom, Google Meets, and Chat GPT to enhance productivity and communication.
  • Manage a team of two Managed Services professionals, providing ongoing guidance and support.

To be successful in this role, you must be self-driven. You must be able to take action, even when you lack all the information you need. The kinds of problems we deal with are ambiguous. You must be willing and capable of thriving in a role where you make big decisions and are accountable for those decisions.

Requirements
  • At least one year of experience as an account manager, client success lead/manager, or in a UX role.
  • A total of three years of experience in a client-facing role preferred (sales, support, account management).
  • Proficiency in English.
  • Exceptional communication and interpersonal skills.
  • Strong problem-solving abilities and a proactive mindset.
  • Experience working remotely and managing remote teams is a plus.
  • Passionate about UX and UI, and committed to making processes easy for clients.
Secondary Role

You will also be involved in marketing, as you repurpose content created during onboarding for use across marketing channels. Initially, you will execute marketing tasks, with the potential to expand into marketing creation and autonomous campaign management.

You will be a great fit in Reply Pro's culture if you:
  1. Embrace our core values: Extreme Ownership, Move the Needle, Constant Communication, and Make it Easy.
  2. Contribute positively to our high-energy environment, which values your contributions and ideas.
  3. Seek opportunities for professional growth.
  4. Have a natural inclination towards professional development.
Remote Work Requirements

To ensure success in the Client Success Lead role, you must have:

  1. Reliable, fast, and consistent internet connection.
  2. A double-monitor setup to enhance productivity and multitasking capabilities (highly recommended).
  3. A good quality microphone to record videos and participate in video calls with clients and team members.
  4. Availability for a full-time role, with working hours around 9 AM to 5 PM Mountain Standard Time (some flexibility).

If you require help purchasing some equipment (microphone, etc.), we may be able to assist you.

What We Offer
  • A competitive starting salary.
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