Enterprise Customer Success Manager

WAVE BL is looking for a motivated and experienced Spanish Enterprise Customer Success Manager to help us manage our growing customers portfolio. In this role, you will focus on maximizing our product value for existing customers, driving usage, and growing company revenue within your portfolio.

What You’ll Do:

1. Take E2E ownership and accountability for a large portfolio of

existing, paying accounts. You will also carry a revenue quota.

2. Develop and maintain a trusted advisory relationship with your

customers, collaborating with different levels of customer

stakeholders, from day-to-day champions to executive

sponsors, ensuring growth and retention.

3. Manage and develop the overall business / commercial

relationship in line with our company’s strategy and Value

Proposition, and constantly enhance the “network effect”.

4. Drive product implementation & adoption, ensure that the

customers are leveraging Wave BL solution to achieve high and

maximize business value. Manage upsell, cross-sell and

renewals.

5. Coordinate and monitor all operational activities related to

support, network expansion and ongoing customer usage.

6. Manage customer activity with CRM tools for maximum

efficiency and visibility, with carefully executed follow-up to

closure on open issues.

7. Ensure the timely and successful delivery of our solutions

according to customer needs.

8. Be the voice of the customer, allow constant product feedback

and advocate internally for customer’s needs.

Requirements and Skills:

● Customer-obsessive, with 5-at least 2 tenures and 4-5 years of

solid Enterprise CSM experience (SaaS background preferred).

● Team player able to effectively interact with multiple colleagues

and business partners across the company.

● Good business acumen. Can pitch to / negotiate with

customers, and effectively upsell features, use cases and usage

volumes.

● Problem solver who can find solutions to under-usage, pinpoint

pains and obstacles and efficiently remove them to drive

adoption.

● Self-starter – resourceful and creative in learning new domains

but also a team player. Fast learner with a range of technical

systems.

● Quick on your feet - Research, Analyze, Record, and respond to

data, analysis, and customer issues with accurate and agile

solutions.

● Excellent written and verbal communication / presentation skills

in Spanish and English (Portuguese - advantage).

● Strong Familiarity with Salesforce – Advantage.

● Proven knowledge and experience in the Supply Chain /

Shipping / International Trade industry – Big Advantage.

● Proven understanding with “Network Effect” business model

• and experience – Advantage.