Senior Customer Success Manager - Latin America

Customer SuccessRemote, United States

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Description

 

VitalSource® Technologies LLC, is hiring a Senior Customer Success Manager - Latin America to contribute to our Customer Success team.

 

Key Responsibilities:

  • Manage customer satisfaction and financial health of customers in Latin America (LATAM) and Spanish-speaking countries and act as liaison sharing information and insights with all relevant internal and external stakeholders;
  • Act as the day-to-day point of contact between Spanish-speaking customers and the company and advocate individual customer needs to internal stakeholders;
  • Communicate with customers in Spanish in writing and verbally on a daily basis; Understand Spanish-speaking customer objectives and assist in achieving them effectively;
  • Coordinate resources among multiple teams and stakeholders including Sales, Marketing, Finance, and Product to meet customers’ needs;
  • Lead customers through project plans ensuring quick and effective realization of the value of their VitalSource tools; Train and implement best practices to allow customers to recognize the value of their tools;
  • Identify and escalate at-risk customers, initialing action plans to mitigate impact; Establish and help develop C-Level relationships between the company and customers; Find opportunities or areas of growth within top accounts in Latin American and other Spanish-speaking countries that can lead to an increase in gross profit; Consistently monitor product and process improvements to help ensure customer success;
  • Act as a point of escalation for fellow Success Managers providing training and continuous support; Monitor Accounts' financial well being including consistently assessing, comprehending, and communicating customers' financial metrics both internally and externally and scrutinizing billing discrepancies and computing adjustments as needed;
  • Capture and record customer-specific business insights, including tailored user experience, content acquisition procedures, distribution workflows, escalation protocols, support mechanisms, and specialized operational processes;
  • Lead problem-solving efforts, collaborating with customers and internal teams, including integrations to effectively manage projects and address complex issues; Leverage in-depth market research to support customers' strategic growth by identifying trends, competitors, and opportunities;
  • Collaborate with internal teams to provide tailored solutions aligned with customers' objectives;
  • In executing the above duties managing Customer Success and Account Management in the higher education e-learning industry, utilize the following: business intelligence tools including SalesForce, Jira, and Confluence; financial management tools to track and analyze sales data and for billing, usage, target projections, and internal business review; customer relationship management tools including Hotspot, Zoom, Skype, and GoTo Meetings for Webinars;
  • Learning Management System experience, including BlackBoard, Canvas, Moodle, Schoology; courseware creation tools; analyze customer data to identify at-risk customers; Deliver digital product training in an educational setting;
  • Use data and analytics to monitor potential growth opportunities; Identify digital product improvements;
  • Investigate and analyze system related incidents and anomalies and applying problem-solving skills using technical knowledge and troubleshooting methods;
  • Position requires written and verbal fluency in Spanish to communicate with Spanish speaking customers on a daily basis.
  • Position reports to company HQ office in Raleigh, NC. Remote telecommuting position. May telecommute from anywhere in U.S. 100% of the time.
  • Position requires international travel in Latin America, Spain, and any Spanish speaking countries as required, approximately 25% of the time, approximately 5-10 weeks per year for client and team meetings, trainings, conferences, and events.

 

Required Qualifications:

  • Position requires 4 years of Customer Success and Account Management experience which could have been gained in the job offered, as an Account Developer, or in a related position in the higher education e-learning industry. This experience must include 4 years of experience with each of the following:
  • Utilizing business intelligence tools including SalesForce, Jira, and Confluence;
  • Utilizing financial management tools to track and analyze sales data and for billing, usage, target projections, and internal business review;
  • Utilizing customer relationship management tools including Hotspot, Zoom, Skype, and GoTo Meetings for Webinars;
  • Learning Management System experience, including BlackBoard, Canvas, Moodle, Schoology;
  • Utilizing courseware creation tools; Analyzing customer data to identify at-risk customers;
  • Delivering digital product training in an educational setting;
  • Using data and analytics to monitor potential growth opportunities;
  • Identifying digital product improvements;
  • Investigating and analyzing system related incidents and anomalies and applying problem-solving skills using technical knowledge and troubleshooting methods.
  • Position requires written and verbal fluency in Spanish to communicate with Spanish speaking customers daily.
  • Position requires international travel in Latin America, Spain, and any Spanish speaking countries as required, approximately 25% of the time, approximately 5-10 weeks per year for client and team meetings, trainings, conferences, and events.
  • Position reports to company HQ office in Raleigh, NC. Remote telecommuting position. May telecommute from anywhere in U.S. 100% of the time.
  • Applicants apply online on VitalSource Technologies LLC’s website at https://get.vitalsource.com/about-us/careers.

 

What We Offer:

  • Culture: Collaborative, Inclusive, and Mission-driven. 
  • More in your pocket: Competitive base salary and a strong variable component.
  • We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
  • Retirement: 401K match up to 5%.
  • We support our families: 12 weeks of paid parental leave.
  • Continued education: Use our tuition reimbursement program.
  • The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
  • Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
  • Wellness: Opportunities for fitness challenges and rewards.

 

Who We Are:

VitalSource is the leading education technology solutions provider committed to helping partners create, deliver, and distribute affordable, accessible, and impactful learning experiences worldwide. As a recognized innovator in the digital course materials market, VitalSource is best known for partnering with more than 1,000 publishers and resellers to deliver extraordinary learning experiences to millions of active users globally—and today we’re also powering new, cutting-edge technologies designed to optimize teaching and learning for maximum results. Learn more at http://get.vitalsource.com/  and follow us on Twitter, LinkedIn, and Instagram.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

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