Coordinate the Customer Success (CS) team
Oversee relationships and the experience of clients in the portfolio
Act strategically to drive retention, satisfaction and strengthen partnerships
Monitor critical situations until their final resolution, ensuring clarity, prioritization and fulfillment of commitments
Connect Support, Product, Implementation, Development and Commercial teams to enable an integrated and efficient approach
Organize priorities, track metrics and ensure visibility into the progress of requests
Conduct difficult conversations with maturity, composure and a solution-focused mindset
Identify opportunities to improve the customer journey and propose actions that increase the perceived value of our solutions
Foster a collaborative culture, reinforcing that customer success is everyone's responsibility.

Experience in Customer Experience, Customer Success, customer service or client relationship roles within B2B software companies
Hands-on profile with the ability to turn problems into action plans and follow through to completion
Strong sense of ownership, organization and results orientation
Excellent communication and ability to build productive relationships with clients and internal teams
Emotional maturity to handle pressure, conflicts and urgent demands
Ability to navigate between technical, commercial and operational areas, promoting alignment and collaboration
Collaborative, approachable, objective and dependable demeanor.

Customer Experience Coordinator

Key skills