Job description
Summary
The Customer Success area aims to provide the best experience for our clients, elevating satisfaction and focusing on the strategy and how Pismo adds value to the customer.
What you’ll do
- Build long-term strategic relationships with key stakeholders in your portfolio and develop a deep understanding of your customers’ business processes, goals, and strategies.
- Serve as the primary point of contact for your assigned accounts, fostering trust and confidence in our partnership.
- Develop a deep understanding of the customer’s business and industry to provide solutions and advice.
- Work closely with customers to create and execute a successful plan that aligns with their business objectives and strategy. Also, maximize the value they receive from our solutions, by managing program engagements.
- Act as a customer advocate, representing their feedback and needs within the company.
- Ensure timely resolution of customer issues, working closely across Pismo teams.
- Manage and follow up on client’s KPIs within Pismo (developments execution, platform performance and others).
- Analyze and have critical thought on clients’ data to perform a strategic analysis and take decisions based on data.
- Provide education and resources to customers to enable them to effectively use our products/services.
- Conduct regular check-ins to ensure customers are leveraging the full capabilities of our offerings.
- Influence the company to adapt or create new processes with a focus to provide better experience to our customers.
- Continuously improve the Client Success area, partnering with your peers to scale the organizational capabilities.
Minimum Qualifications
Language Skills:
- Fluency in written and spoken English.
Technical Skills:
- 8+ years of professional experience in Customer Success (preferable) or similar roles, ideally in a hyper-growth environment of B2B model.
- Previous experience with card products
- Program management capability.
- Structured and critical thinking and high focus on strategy and results.
- Detail-oriented with strong analytical, writing, and communication skills.
- Innovator soul and receptive to changes.
- Ability to develop strong relationships at C-level of enterprise companies.
- Influence ability to implement new processes that result in a client excellence experience.
- Track record of high customer satisfaction.
- Experience working with a full lifecycle of customer success.
- Reside in São Paulo and be available for occasional client visits.
Desirable Qualifications
- Intermediate or Advanced Spanish
- Technical related expertise (development, infrastructure, familiarity with architectural design)
- Cloud knowledge (AWS, Azzure, Google)
Core Benefits
- Remote work
- Flexible hours
- Meal & Food vouchers
- Remote work financial support
- Life Insurance
- Medical and Dental
- Assistance Employee child care benefit: daycare
- Private Pension (2x1)
- Vidalink partnership
- Support for studying languages
- Incentive for AWS and GCP certifications
- Sesc Partnership
- Performance Incentive Plan
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Pismo is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Pismo does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Pismo also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
