About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

We are growing and have open positions as Customer Success Manager for our office in Mexico.

Responsibilities:

• Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
• Guide customers in their communication with our operational staff.
• Establish, a trusted/strategic advisor relationship with each assigned client and drive continued value of our services.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Work to identify and/or develop upsell opportunities.
• Advocate customer needs/issues cross-departmentally.

Qualifications:

• 2+ years experience as an Account Manager, CSM or similar
• Proactive!
• Highly organized and prepared
• Experience working with Clients in different fields and closing sales deals - Familiarity with applying win/win principle in business environment
• Impeccable written and verbal communication skills
• Established track record of exceeding targets, KPI's, SLA's
• Demonstrated ability to motivate and communicate with others at all levels
• Familiarity with Zendesk, Hubspot, Helpshift or similar, and deep knowledge of how to run reports, analyze reporting process, and garner insights from analyzing reports and data, then communicate those insights to clients at regular or ad hoc intervals.
• Build strategy around clients' data, reports, reporting pipelines / trajectories, etc… in the aims of guiding them through a Customer Success Roadma

Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times.

To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

• Mandatory use of Personal Protective Equipment
  
• Sanitizing, disinfecting, or cleaning procedures in place
  
• Social distancing guidelines in place
  
• Divided work stations
  
• Remote interview process
  
• Virtual meetings