#0352 -Customer Success Manager - Spanish /Portuguese Panaya Inc.
About the Position: Are you a seasoned project manager in the enterprise software industry? Do you want to combine your business knowhow with technical expertise? Would you like exposure to the new world of cloud based solutions while working with the largest enterprises in the world? Do you want to make a difference as part of a young and rapidly growing company? If you have answered yes to all of these questions, your future is with Panaya!
The Customer Success Manager (CSM) is responsible for ensuring the success of Panaya's customers. As a trusted advisor and coach for a portfolio of customers, the CSM is the post-sales success leader, responsible for driving customer adoption by providing governance advice, methodology recommendations and best practices.
In addition, the CSM possesses application functional or IT expertise in combination with exceptional customer management experience at a senior management level, along with the ability to work closely with the entire account team.
CSM's also serve as a focal escalation point for issues that impact the customer's success and drive risk mitigation. They are required to maintain strong working relationships with Panaya's customer facing personnel in the Sales, Support, Operations and Product Management teams.
?Develop a consistent long-term partnership with customers to ensure ongoing success and realize the full value of their investment.
?As the customers trusted advisor, work with project managers and IT professionals on how to implement Panaya's set of products
?Ensure a revenue stream from Panaya's existing install-base
?Provide accurate and timely feedback for measuring, tracking and driving high service levels and product improvements.
?At least 4 years of experience as a technical account manager or project manager in enterprise software companies or IT system integrators.
?Proven experience in a direct client-facing role.
?Proven experience working with both LATAM and NAM markets.
?Proven experience managing multiple customer accounts.
?Demonstrated understanding of software development processes.
?Customer service and technical support abilities, strong analytical and problem solving skills, a high level of professionalism, with the ability to multi-task, strong attention to detail and self-motivation.
?Business orientation and analytical thinking.
?Excellent Portuguese , Spanish and English (verbal and written) with strong communication, presentation and interpersonal skills ;
?The ability to work in a dynamic, cross-functional, team-based environment.
?Bachelor's Degree in Computer Science, Information Systems or related fields.
?Technical knowledge and hands-on experience implementing SAP ERP R/3
?Experience working with sales, and/or within a technical services group
?Experience in writing SQL queries
?Experience working with SalesForce.com
Reporting to: Post-Sales Manager (Customer Success Unit)
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