Customer Success Manager- México

About the position

Game Strategies is a global leader in the use of video games and simulators as tools for companies and institutions to achieve their objectives. Pioneers in gamification for over 20 years, we work with hundreds of thousands of professionals from global companies such as Apple, Coca-Cola, Ford, LG, Michelin, Unilever, Bayer, Kyocera, and many others. Game Strategies boasts an outstanding multicultural team of diverse team members and we continue growing! Join us on this journey and be part of the future of this amazing team! We're on the lookout for a dynamic Customer Success Manager to champion client success, renovation and upsell corporate accounts and forge lasting relationships in the Mexico or Latam Market. You'll lead the change in client onboarding, providing hands-on training and collaborating seamlessly with our cross-functional tech teams to elevate the overall customer experience. Deliver top-notch service, ensuring renewals and reducing churn. Seize opportunities for upselling and cross-selling within your client portfolio. As a CSM, you'll have the opportunity to earn commission on sales, complemented by an attractive base salary.

Responsibilities

• Cultivate enduring and robust relationships within your assigned accounts, positioning yourself as a primary point of contact for clients from México to the whole LATAM.
• Deliver service aligned with stringent quality standards, with the overarching goal of securing client renewals and minimizing churn.
• Identify new stakeholders and decision-makers within your corporate account portfolio.
• Master upselling and renovation. Find new opportunities within your existing accounts.
• Elaborate multi-year commercial proposals and close contracts.
• Facilitate the onboarding process for clients, providing comprehensive training on our game-based learning platform tools and capabilities, empowering them to operate autonomously.
• Ensure optimal platform utilization, becoming a key partner in maximizing the value derived from our services for our customers' businesses.
• Conduct thorough analysis of data and customer behavior, facilitating internal strategic follow-ups, and establishing regular touchpoints to enhance the overall customer experience.
• Collaborate seamlessly with our Expansion Team, as well as cross-functional teams including Product, IT, and Marketing, to provide an optimal and cohesive customer experience.
• Champion the Voice of the Customer, actively fostering customer loyalty and advocacy to contribute to a positive brand image.

Requirements

• Have at least 5 years of experience in account management or customer success role, focus in reducing churn and ensure renovation, preferably within a technology or SaaS company, demonstrating a track record of driving client success and satisfaction.
• Native or bilingual communications skills in Spanish, working proficiency in English.
• Love talking, negotiating and maintaining conversations with top stakeholders, to offer them the best solution according to their needs (consultative approach).
• Proven ability to collaborate seamlessly with cross-functional teams, including Product, IT, and Marketing, to ensure a cohesive and optimal customer journey.
• Feel passionate about working in a fast-paced environment.
• Are a critical thinker and you have exceptional customer support skills.
• Are motivated by challenges and persevere in pursuing opportunities.
• Are extremely organized, able to prioritize and have business acumen.

Benefits

• Growth opportunities
• Unlimited access to our entire catalog of training video games: 60+ games that cover 30+ skills to take your career to the next level!
• Flexible working schedule and hybrid remote/office model
• Competitive salary package that includes annual fixed gross salary + bonus + flexible compensation plan
• Top-notch software technology tools available