Customer Success Manager

About Us:
At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About Our Client:
Our client is a global cybersecurity company that makes it simple to rapidly and reliably back up and recover data, protecting businesses from data loss. 

About the Role:
Join our US client on their mission to make data recovery simple and reliable for every customer. We are looking for a Customer Success Manager to take ownership of retaining and fostering existing accounts, for both direct and partner accounts.
This role is the first point of contact for customers who need assistance with billing and administrative requests such as invoice and usage inquiries, contract renewals or terminations, and account upgrades to products and features they already use. You will drive successful complaint resolutions, assist with product recommendations, onboarding, and training to ensure the customer experience is seamless and consistent, and develop post-sale relationships with customer accounts to ensure a positive experience from start to finish. This role reports to the Manager of Customer Experience.

Note: This is a remote, contractor role.

Key Responsibilities:

• Provide solutions to customer billing and administrative inquiries with a sense of urgency and a high level of compassion, successfully escalating issues to other departments when needed.
• Turn unhappy customers into happy ones by resolving complaints, escalating issues to the right department, and ensuring successful cross-departmental collaboration, communication, and resolution.
• Cultivate and maintain ongoing customer relationships by assessing customer needs, understanding business requirements, and managing overall expectations.
• Voice the needs, wants, and expectations of customers to the right internal team while keeping consistent communication going with the customer.
• Quarterback the post-sale onboarding experience for customers, gathering resources from other teams where needed to ensure customer expectations are met.
• Ensure customers are getting value out of the company's products and are happy with the service, driving contract renewals and upgrades.
• Maintain intermediate-level knowledge across all of the company's products, as well as role-specific tools and systems.

What We're Looking For:

• Customer-focused, with a proven ability to retain and grow existing accounts.
• Strong conflict resolution skills, with the ability to de-escalate and resolve customer complaints effectively.
• Strong relationship-building skills, with the ability to assess customer needs and manage expectations.
• Clear, proactive communicator who can represent the voice of the customer internally.
• Experience managing post-sale onboarding and coordinating across teams to meet customer expectations.
• Comfortable learning and maintaining knowledge across a broad product and systems landscape.
• Proficient English level.

Perks – What's in It for You?

• Competitive compensation in US dollars.
• 3 weeks of PTO.
• 11 local holidays
• Excellent and dynamic work environment.
• Career development opportunities.