Customer Success Manager - Brazil, Remote
MAGIC, Brazil
Job Description
About Magic
Magic is a frictionless way to identify thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, Magic taps into its network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team memberslike magic. Magic sources, screens, and hire assistants so you don’t have to. Since 2015, the company has sourced and screened over 10,000 assistants.
- TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you’ll only interact with the best, and most reliable remote workers, every time.
Background
Our company came out of Y Combinator in 2015. Since then we've grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.
- Check out Magic's Business Profile
- Know more about our Team via Magic's Careers Page
Why does this role exist
The Customer Success Manager for Magic Dedicated Product will manage the client relationship with multiple assistants, aiming to understand their core needs, address business pain points, and build trust and product knowledge. This role will ensure that client needs are met, assess the capacity of their current assistants, and identify ways to supplement their requirements with the Dedicated product.
The Impact you will make:
- Customer Advocacy and Relationship Management
- Being the client advocate inside the company to ensure high retention and growth from the business. Proactively offering solutions before being told
- Communicate effectively with both internal and external senior-level management and stakeholders
- Define and understand client needs to ensure a successful relationship from start to finish
- High touch account ownership.
- Handle the onboarding process for the client to better understand their needs, their specific KPIs, and the deliverables they’re looking for Magic
- Escalation and Problem Resolution
- Solving problems with a never say no attitude
- Handle any of the client escalations while taking actions for resolution and client satisfaction
- Handle client-specific communication on product questions, billing, future needs, etc.
- Data Management and Business Development
- Meet or exceed company revenue, retention, and growth goals
- Handle frequent email, phone, and messaging check-in’s and feedback
- Doing continual research to stay knowledgeable about the client’s business and growth needs
- Maintain account records and thorough documentation of the client interactions and lifecycle of their business
Requirements
- Prior experience in account management, relationship management, or customer success.
- Proven ability to meet or exceed revenue and retention goals.
- Experience working with B2B clients, preferably within the US
- Proficient in using CRM software such as HubSpot
- Bachelor's Degree in any course
Your superpowers are
- Strong communication skills, including the ability to communicate effectively with senior-level management and stakeholders, and handle client escalations with a customer-first attitude.
- Strong analytical skills to understand and define client needs and KPIs and track progress against company goals.
- Ability to work cross-functionally with other teams such as Dedicated Operations, Sales, Product, Assistant and Client Relations to ensure the customer's success.
- Excellent project management skills to manage multiple clients and prioritize tasks.
- Proven ability to meet or exceed revenue and retention goals.
- Knowledge of the industry and trends related to the customer's business to provide proactive solutions.
- Strong organizational skills and attention to detail to maintain accurate records and documentation of client interactions.
To set your expectations, you must know that
- Work schedule is from 9 AM to 9 PM EST (flexible)
- Salary budget is 1.5k - 2k USD per month
- 100% remote position
You should apply if...
- You possess the ability to comprehend intricate customer problems, not just the surface symptoms. You can analyze situations and calmly devise solutions using innovative thinking, research, or a combination of both.
- Your strengths include active listening, understanding the client's needs and workflow