Customer Success Director

Your mission at Alegra🚀

The Customer Success Director (CSD) will work on generating actions that allow users to achieve the goal for which they acquired Alegra, by building meaningful relationships with users, showing them the benefits, addressing their needs, and sharing results that make them see the value of continuing to use our products.

Furthermore, the CSD must create strategies to improve the team's processes, track valuable metrics and KPIs, ensure the revenue of the paid user base, provide differential support, and help build strategies to expand accounts through upselling. As well as work on planning and developing the team (structure, role definition, training).

What will be your challenges?

1. Show true value for customers

• Lead the team of Customer Success Managers to deeply understand our customers' objectives, needs, industries, and become trusted right-hand advisors.
• Collect user feedback to lead new initiatives alongside other Alegra teams that drive customer success.

2. Drive and ensure the increase of revenue

• Lead the team with personalized support (Enterprise and Accountants) in providing support with a focus on retention.
• Create processes for a smooth transition for the user when moving from Sales to Customer Success.
• Lead the payments support team to retain users and increase revenue through attention.

3. Optimization and Automation Process

• Study and promote the implementation of processes that help improve the user experience daily.
• Project and propose new structures, processes, and automations in the team to save time in manual processes.
• Propose integrations with new or existing platforms for our support systems to make work simpler and more efficient.
• Constantly review the strategy to create action plans to optimize all processes.

The best talent is challenged, are you interested? Keep reading 👇

What do we expect from you?

Desirable Requirements:

• Degree in Industrial Engineering, Systems Engineering, Dana Manager, Business Administration
• English proficiency (C1/C2)
• More than 3 years of experience leading Customer Success or Accounts Managers teams
• Experience in Support areas, preferably in B2C support
• Knowledge of the SaaS industry and its key indicators.
• Experience in sales through renewal and upselling
• Experience in working with other teams such as Product, Sales, Marketing
• Experience in database management and dashboard construction for decision-making.
• Knowledge of CRM and user support platforms
• Data analysis skills, dashboard creation, and KPIs.
• Customer orientation skills and experience.
• Curiosity: demonstrating interest in knowing beyond what is obvious and the ability to inquire.
• Analytical Thinking: ability to approach a challenge by breaking it down into parts and ability to explain something complex in a simple way.
• Recognition of Success: being able to recognize success in their own life and others'.
• Demonstrate being proactive and purposeful.
• Order and efficient time management.

Benefits with Alegra ✅

• Work from wherever you want, 100% remote, doing what you love. ❤️
• A stable and long-term employment relationship ❤️, not freelance!
• A competitive salary.
• Sharing with talent that transcends borders 🗺️.
• Spaces to socialize and share interests.
• An environment to experiment, learn from mistakes, and work with autonomy but with a lot of commitment and responsibility.💡
• Turn reading into your best ally for learning 📖 with access to educational platforms, certified courses, training, and a virtual library.
• Health coverage 🩺 and two days of care per year, in addition to your vacation.
• Financial support to take your workspace to the next level. 💪💻
• Celebrate your birthday with a special dinner 🥳.
• Being in a place that focuses on growing while you do, offering wellness programs and quality of life talks. 🚀

#AlegraChallenge

How does your story begin in Alegra?

The only way to improve in something is to challenge oneself. At Alegra, we believe in continuous improvement, and we know that the best talent we can find is the one that does so. You will surely have many learning experiences in this process. We are interested in talents who want to grow with us and connect with our culture.

1. Send us your updated CV, taking into account your skills and how they relate to the position.
2. We want to get to know you! Send us a video and a written piece where you tell us more about yourself.
3. Let's build more confidence. Have a conversation with our Talent team while enjoying a coffee (or your favorite beverage); we will tell you why we love working at Alegra.
4. Meet your leaders and the evaluation team.
5. Complete the psychometric tests to get to know you better and see how you would fit into the role.
6. If you join the team, we will be more than happy. We will send you the formal offer and agree on the start date.
   

Do you have any more questions?

1. How long does the selection process take? ⏰

In Alegra, we like to get to know the people who will join our team very well. We take the time to carefully evaluate each deliverable, challenge, and conversation. We want you to feel confident and get to know us before making a decision. That's why we have an estimated timeframe of two to four weeks, starting from your conversation with the Talent team.

2. I haven't received any response or feedback from the Talent team about my process

Please check your different email folders: inbox, spam, social, promotions. We aim to provide feedback at each stage. If you haven't received a response, you can reach out to us. We will be attentive to answer your concerns, questions, or difficulties in the process.

3. What should I do if I encounter any issues in completing a part of the process? 😭

If you have any issues attending the conversations, please reach out to us. We are here to assist you.

Go from having homework to doing lovework. Let's take it to another level! 🚀