Customer Success

About Us 

With offices in Latin and North America and Europe, we are present in the industrial routines of the largest companies on the planet! Innovation is in our blood! Our team is leading the way by delivering features companies need to stay competitive. All of this is to improve efficiency and increase productivity for companies by simplifying the SAP asset management process. We deliver data reliability and cost reduction to our partners so that they are increasingly at the top of their game. Be part of our story and lead the digital transformation with us! 

We are looking for Customer Success talent with a passion for working in a high growth environment. To help manage our rapid growth, Confidencial (Apenas para Cadastrados) is investing in a critical role in Customer Success Management responsible for a unique opportunity to craft our customer success strategies, build strong relationships with a global customer portfolio, and partner with cross-functional Sigga executives. Our ideal candidate is an accomplished problem solver, data driven, and ready to travel worldwide to ensure customer health and drive value to our customers and expansions for Confidencial (Apenas para Cadastrados). 

Objectives for the role 

• Drive product adoption post-implementation, enabling expected ROI attainment for the customer. 
• Set, monitor and achieve measurable outcomes and KPIs set with the customer (success criteria) related to customer value realization and mutual success. 
• Become a trusted, strategic advisor for your customers, willing to dig deep and learn about the direction of their company, goals, and how Sigga can help them achieve them. 
• Be the internal voice of the customer and work cross-functionally within Confidencial (Apenas para Cadastrados) to escalate risks and present recommendations & solutions. 

What you’ll do  

• Trusted Advisor – Build great customer relationships and set customers up for success by: 
• Understanding goals, strategies, & initiatives and establishing Confidencial (Apenas para Cadastrados) as the best-in-class workflow 
• Build trusted relationships with users and leaders to help them achieve their personal and organizational goals 
• Recommending best practices based on understanding customer’s business goals, success criteria for getting value 
• Maintain customer health by developing and executing customer success plans that reflect a holistic path for customers to achieve ROI 
• Outcomes and Risk Management:  
• Drive adoption of Confidencial (Apenas para Cadastrados)’ products to enable customers to achieve business value and critical outcomes 
• Measure and monitor KPIs to draw insights and execute actions 
• Own customer lifecycle experience including renewal conversations and exceed cross-sell revenue retention goals 
• Partner with Account manager and share growth opportunities 
• Stay current on Confidencial (Apenas para Cadastrados)’ products and services and develop use cases to drive customers to adopt best practice standards. 
• Proactively manage at-risk customers and develop success plans, prevent churn and reduce unnecessary escalations. 
• Expand CSPs to include additional outcomes as customer needs evolve 
• Collaborate with Sales and Marketing to develop customer case studies 
• Build and document new CS processes and procedures including playbooks, process outlines, best practices, engagement strategies, etc.  

What we’re looking for  

• Enthusiasm for customer success and excellence, especially within the SaaS space 
• Willingness to learn, collaborative, growth mindset, goal oriented comfortable with ambiguity / changing priorities as part of the start-up culture 
• Proven record of delivering effortless customer experience, and customer-centric internal communications 
• Experience collaborating with cross-functional teams to support joint outcomes through customer lifecycles 
• Demonstrated ability to communicate effectively via oral & written formats: PowerPoint and Excel skills are a must, especially with multiple stakeholders/personas 
• Demonstrated creation of data-driven customer action plan strategies 

Required Skills/Abilities 

• Excellent written and verbal communication skills 
• Excellent time management skills, managing work time responsibly and efficiently 
• Escalation and conflict management skills 
• Ability to be highly collaborative with internal and external teams 
• Independent, critical thinker/problem-resolution skills 
• High accountability to outcomes 
• 5+ years of experience in direct customer engagement roles 
• 3+ years of SAP experience 
• Strong verbal and written English  

Preferred Skills/Abilities 

• 5+ years of account management, customer success, or managed services 
• CRM experience, managing expansion opportunities and customer relationship mapping 
• 3+ years of SAP PM and/or EAM experience 
• Microsoft Office/O365 experience 

Education and Experience 

• Bachelor’s degree (B. A.) in a related field or equivalent combination of education and experience. 

Other 

• Located in Brazil; Hybrid in Belo Horizonte office preferred 
• Willing to travel up to 25% (domestic and international)