Customer Success Manager - Quito, Ecuador - EveryMundo

Descripción

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PROS Holdings Inc, a leading SaaS platform provider that enables direct, personalized customer engagement to create superior brand experiences.

• Monitor performance of products and services to help define action plans to hit KPIs and value growth of engagement
• Analyze and prepare business and performance reviews to demonstrate the value of EveryMundo's products and services
• Engage with relevant stakeholders and digital marketing departments with the customer to increase value and revenue flowing from EveryMundo's products
• Monitor and analyze competitive activities to assess any threat to customer engagement
• Demonstrate clear understanding and mastery of the airline technology environment

• Develop a deep understanding of the technical and business challenges customers face to identify opportunities to upsell and increase ACV (Annual Contract Value) of products and services
• Works with Sales department to define upselling strategies and goals for existing customers
• Understand customer's business goals to anticipate future needs and help determine the ideal solution engaging with EveryMundo's departments
• Discuss opportunities for new products with Product Managers to develop products to meet customers' challenges that might lead to upselling opportunities

• Represent customer's interests internally at EveryMundo and protect the Company's interests with the customers
• Act as the primary pointofcontact for customers through the entire customer cycle and build relationships with heads of business, stakeholder departments, and partners to maximize longterm revenue opportunities
• Partner with teammates and other company departments to structure and execute operational and strategic initiatives provide digital marketing recommendations, develop customer roadmap plans, synthesize marketrelated data, lead customer analysis, and define the overall business approach to EveryMundo's success with customers
• Understand customer's politics, stakeholders, and key risks to the success and longevity of EveryMundo's partnership with customer
• Oversee communication with the customer; escalate issues
• Critical review of account performance
• Communicate implemented initiatives; highlight deliveries to the customer
• Manage customer expectations
• Be prepared to step in as needed on behalf of other specialized departments in isolated incidents of needed additional support, and maintain sufficient expertise and execution capabilities to do so
• Guide, review and ensure the quality of deliverables to the customer (presentations, analysis, assessments)
• Work closely with Customer Performance Director to staff projects according to customer needs and plan the execution of strategies and tasks
• Reports to the Customer Performance Director, with consistent communication with adjacent departments including Product Implementation, Product/Project Management, Data Analytics, Performance Marketing team, and partners

• Fluent in English and Spanish
• Experience with extensive knowledge of ecommerce technology and analytics platforms (Google Analytics/Adobe Omniture)
• Excellent communication and internal coordination skills
• Knowledge in performance marketing reporting tools (Google Data Studio, Google Ads, Tableau, Search Console, Advanced Web Rankings, etc)
• Account management experience and strong enthusiasm for sales and account growth
• Ownership mentality to independently develop and manage customer relationships
• Planning and analytical skills
• Strong attention to detail and clear communicator and listener, both inperson and virtually
• Ability to deliver clear and compelling information to senior level and technical airline teams
• A logical, datadriven mindset backed up by a creative and diligent approach to relationship building
• Proficiency in Excel, PowerPoint, Word
• Bachelor's Degree, ideally in Marketing, Business, Economics or a related field

• Portuguese language is a plus
• Experience with B2B SaaS and/or technology products
• Experience managing customers the travel and/or airline technology space
• Be able to communicate in Spanish or another language

• Have a technical understanding of our product offerings and our position within the airline tech market
• Understand all customer department processes and interactions with adjacent departments (Product Implementation, Product/Project Management, Data Analytics, Performance Marketing)

• Demonstrate a clear understanding of EveryMundo's full product portfolio
• Demonstrate c