Allsorter is an intelligent CV formatting and optimisation software for recruiters whose productivity is limited by the time it takes to deliver accurate, timely, and consistently branded CVs and resumes to clients, ahead of the competition. We are based in Ireland, with clients all over the world, and are seeking driven professionals with a background in customer success to join our team and play a pivotal role in our growth.Role DescriptionThis is a full-time remote role for a Customer Success Manager based in Brazil. The Customer Success Manager will be responsible for providing customer support, ensuring customer satisfaction by holistically managing the customer journey, training new users, driving adoption, managing feedback, resolving customer issues and analysing data for actionable insights.Reports to Head of OperationsResponsibilitiesManage assigned accounts, especially in North AmericaOnboard new users for assigned accounts by leveraging existing onboarding documentation and identify opportunities to optimise this process over timeDeliver exceptional customer service as the first point of contact for all customer queriesRespond to all queries in line with company KPIsElevate the performance of existing users to achieve healthy platform adoption scores through proactive engagement and trainingAnalyse user engagement metrics to identify gapsProvide solutions to drive adoption for clients and test new techniquesDrive greater client engagement on the most relevant features/functionality for their specific business needsManage upgrade/upsell conversations with clientsAnalyse and report on customer feedback throughout their lifecycleDocument all communication with users accurately and in a timely manner in the CRMManage escalations as appropriate with the internal teamMonitor and report on the health status of all assigned accountsAssist with educational webinar series for end-usersCollaborate with relevant departments to create workflows, develop knowledge bases, both internal and externalSuggest improvements to the current processes to optimise themRequired SkillsExcellent fluency in English - exceptional spoken and written, grammar as well as typing accuracy3+ years' experience in a Customer Success/Client Management roleBachelor's degree or equivalentStrong project management and organizational skillsHigh level self-motivation and enthusiasmExperience analysing data and trends to identify growth opportunitiesStrong technical aptitudeProficiency in TEAMS and MS OfficeHubspot/CRM proficiency will be a plus; otherwise, willingness to learn new systems quicklyBasic proficiency with Microsoft ExcelFamiliarity with web-based platforms and toolsExperience working both autonomously and in a team environmentAbility to build authentic business relationships and resolve conflicts if they ariseFlexibility and commitment to achieve successful outcomesSchedule9am – 6:00pm US Central Time, Monday to FridayBenefitsMarket competitive salaryPaid annual leaveEnergetic and friendly team environmentCareer progression and development opportunitiesImportant NotesThis will be a remote role with the possibility of occasional, pre-planned in-person meetings.We will be using monitoring software to check your work efficiency and productivity on a daily basis.You will be signing a work agreement with our company. You will need to provide all necessary legal documents to complete the hiring process.The recruitment/ interviewing process is done digitally.
