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Customer Success Manager

Location:  Remote/hybrid.

Job type:  Full-time.

Job Brief

The main goal of this position is to ensure customer satisfaction and loyalty, driving Teracloud's success forward. In this role, you'll be crucial to Teracloud's growth, focusing on client retention, relationship management, and the seamless adoption of our AWS solutions. You'll collaborate with company executives, sales teams, and technical experts to understand customer needs, provide tailored solutions, and ensure clients achieve their business objectives with our services. Additionally, you'll analyze customer feedback and market trends to propose improvements and new service offerings.

Responsibilities

  • Customer Relationship Management: Build and maintain strong, long-lasting relationships with key customers, acting as their primary point of contact.

  • Onboarding and Training: Oversee the onboarding process for new clients, ensuring they are effectively trained and integrated with our AWS solutions.

  • Customer Advocacy: Advocate for customer needs within the company, ensuring their feedback is incorporated into product development and service improvements.

  • Retention and Growth: Develop and implement strategies to improve customer retention and satisfaction and expand account growth opportunities.

  • Solution Implementation: Collaborate with technical teams to ensure successful implementation and adoption of AWS solutions tailored to customer requirements.

  • Performance Tracking: Monitor and analyze customer performance metrics to identify areas for improvement and ensure they achieve their business goals.

  • Problem Resolution: Proactively address and resolve customer issues, ensuring high customer satisfaction.

  • Upselling and Cross-selling: Identify opportunities for upselling and cross-selling additional services and solutions to existing customers.

  • Market Insights: Stay informed about market trends and competitive landscape to provide valuable insights and recommendations to customers.

  • Reporting: Prepare and present regular reports on customer success metrics and initiatives to senior management.

Education

  • Bachelor’s degree in Business Administration, Marketing, or a related field.

  • Additional certifications in Customer Success, Sales, or Project Management are preferred.

  • Understanding of cloud computing concepts and technologies is beneficial but not mandatory.

  • Strong business acumen and commercial understanding are essential.

  • AWS Certifications: AWS Cloud Practitioner is highly desirable.

Experience

  • Minimum of 2 years of experience in customer success, account management, or a related customer-facing role.

  • Proven track record in managing and growing customer relationships in a B2B environment.

  • Experience working with SaaS or cloud computing companies is a plus.

  • Demonstrated ability to understand and communicate customer needs and drive customer satisfaction.

  • Experience in developing and implementing customer success strategies and processes.

  • Strong background in sales or business development is highly desirable.

  • Experience with Agile/Scrum methodologies is a plus.

Hard Skills

  • Exceptional proficiency in both written and verbal English communication.

  • Knowledge of project management tools like Jira, Trello, or Asana for effective project coordination

  • Experience with CRM systems such as Salesforce, HubSpot, or similar.

  • Advanced skills in Google Docs and Google Sheets for documentation and data analysis.

  • Knowledge of AWS services and cloud infrastructure management is a plus.

Soft Skills

  • Empathy: Ability to understand and address customer needs and concerns effectively.

  • Problem-Solving: Strong analytical and problem-solving skills to quickly resolve customer issues.

  • Interpersonal Skills: Excellent interpersonal skills to build rapport and foster strong relationships with customers.

  • Adaptability: Flexibility to adapt to changing customer needs and market conditions.

  • Leadership: Ability to lead and inspire internal teams to prioritize and achieve customer success goals.

  • Effective Communication: Strong verbal and written communication skills to convey ideas clearly and collaborate with customers and team members.

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