.Funchal, Madeira, Portugal
- Customer Success Job Type: Full-time Description: As the primary customer contact, the Customer Success Manager (CSM) is an essential resource to our customers. Your responsibilities include managing customer relationships, ensuring deliverables are on time and successful, ensuring customers are getting value through their desired outcomes, ensuring customers renew, and identifying growth opportunities within the customer and the company. As a CSM, you will also be responsible for mentoring other CSMs as they join Tracer to ensure their success, with the potential for this role to move into a leadership position over time. In addition, you will be required to forecast and track account metrics, such as financial results, and communicate them to management and external stakeholders. You will also be responsible for billing, delivering reports, and coordinating and scheduling calls. Requirements: Account Management Develops business relationships with customers Seeks business expansion opportunities with customer accounts Ensures that customer onboarding processes are well-executed and set strong foundations Serves as a trusted advisor to the customer throughout the customer lifecycle Implements strategies, processes, and workflows to ensure effective, efficient, and consistent work is done on behalf of the customer and increase customer satisfaction and retention Coordinates internal teams and resources as needed to meet (and exceed) customer needs Collects and delivers customer feedback to Tracer's internal teams, serving as the voice of the customer, for any ideas, opportunities, or challenges Advocates for customer needs regarding solutions, product enhancements, etc