El Customer Success Manager (CSM) es el responsable directo de garantizar la adopción, satisfacción y expansión de valor en la base instalada de clientes de Xertica. Actúa como
trusted advisor
de C-Levels y equipos de negocio, acompañando la transformación digital y asegurando resultados tangibles. Su éxito se mide en impacto: adopción de soluciones, satisfacción del cliente y generación de oportunidades de crecimiento.
Responsabilidades:
Relación Estratégica con Stakeholde
rs
- Posicionarse com
o trusted advis
or en AI y transformación digital. - Desarrollar y mantener e
l Customer Success Plan (CS
P) junto con C-Levels. - Lidera
r QBRs de impac
to enfocados en resultados de negocio. - Mapear e influir en champions, sponsors y detractore
s
.
Adopción y Satisfacción
- Monitorear uso activo de licencias (Workspace), consumo (GCP) y soluciones de IA/datos.
- Ejecuta
r Health Chec
ks trimestrales y definir acciones de mejora. - Garantizar satisfacción post-proyecto y continuidad de la relación.
- Implementar servicios free que generen valor al cliente.
Generación de Crecimiento
- Identificar señales de expansión (alto uso, nuevas áreas interesadas.
- Co-crear con Marketing y Sales campañas de expansión.
- Transferir oportunidades calificadas a Sales Specialists y acompañarlos en el proceso de venta.
- Contribuir al pipeline de expansión y al cumplimiento de metas de NRR.
Gestión de Datos y Reporting
- Mantener actualizado el Health Score y dashboards 360° de cada cuenta.
- Reporta
r leading KP
Is (adopción, ROI, NPS)
y lagging KP
Is (NRR, upsell, churn). - Documentar aprendizajes y mejores prácticas en el repositorio de CS.
Beneficios
- Contrato a termino indeterminado / indefinido.
- Bono de despensa por $50 USD Mes
- Auxilio de conectividad y movilización por $50 USD Mes
- Seguro médico privado Salud SA para ti.
- Modelo Variable conforme política actual
-
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