Customer Success Manager Milano

Customer Success Manager
Milano
Lombardia, Milano

About the team**:

The Customer Experience team is the primary interface between VTEX and the customer.

It uses every real-time communication channel to guide the client, as each interaction is an opportunity to share ecommerce expertise.

The team's knowledge has to be one step ahead of the user's.

The team's focus is not just advising the client on the best usage of the platform but identifying the context of the client's requests and having in-depth knowledge of VTEX capabilities applied to real business cases.

**About the role**:

The Customer Success Manager (CSM) is an ecommerce expert and will help our customers identify opportunities and execute their growth plans.

The CSM is in charge of helping our customers reach their true sales potential while maximizing the customer's lifetime value for VTEX.

The CSM constantly investigates the platform's technical scenarios to address customer's business and technical questions.

CSMs are the main point of contact between our customer and VTEX, being the C-level's voice regarding strategy.

**Main Responsabilities**:

- **SPOC **:I am the Single Point Of Contact for the client's teams regarding any VTEX topics - except for the incidents sent to Customer Excellence - and I am responsible for the proper transmission of information internally.

- **Trusted advisor**: I build and maintain trusting relationships with strategic client decision makers to committedly listen to their needs, guide them in digital commerce projects and identify their perception of VTEX.

- **Engagement with VTEX solutions**: I keep myself up-to-date on VTEX business cases and the evolution of the platform, promoting a service experience that empowers the client to use VTEX products to its maximum potential.

- **Client's vision**: I gather customer-side feedback as insights for the product evolution.

- **Customer's success**: I promote the client's success by leveraging their business and use my deep ecommerce knowledge to directly impact recurring revenue.

- **Upsell and Cross-sell**: I am responsible for achieving VTEX sales goals, prospecting customer needs and mapping services and products essential to enhancing the client's success.

- **Strategic guidelines**: I guide my clients in the direction of their business models, influencing them through my technical and business expertise.

- **Platform architecture**: I guarantee the ongoing and correct usage of the platform configuration, architecture and APIs by the client.

- **Education**: I scale VTEX's knowledge exchange by documenting sales strategies, negotiation, proposal and presentation best practices and authority building.

**Who you are**:

- Experience in solving business problems and quickly picking up new tools and skills;

- You have experience with P&L and business models;

- You are data-driven;

- You have technical knowledge of platform and integration models;

- You have a tech & math mindset, providing simple solutions to complex problems;

- You have advanced English knowledge.

**About VTEX**:

VTEX (NYSE: VTEX), the enterprise digital commerce platform for premier brands and retailers, is the leader in accelerating commerce transformation in Latin America and now expanding globally.

Our platform enables our customers to execute their commerce strategy, including building online stores, integrating and managing orders across channels, and creating marketplaces to sell products from third-party vendors.

VTEX platform is engineered to enterprise-level standards and features.

We are trusted by more than 2, 000 customers with over 2, 500 active online stores across 32 countries, who rely on VTEX to connect with their consumers in a meaningful way*.

We have been the vendor of choice for numerous Fortune 500 companies in Latin America and are now becoming the global digital commerce vendor for enterprise brands, including Whirlpool, AB InBev, and Motorola.

**Benefits**:

- Competitive salary and bonus based on performance;

- Reimbursement of up to 65% for foreign language classes (English, Spanish, Portuguese or Italian);

- Meal Voucher;

- Permanent job contract;

- Paid Time Off.