Customer Success Manager

Overview Voxy, founded in 2010, is a trailblazing language training platform tailored to meet the specific language needs of international organizations. With a mission to enhance productivity, foster collaboration, and unleash human potential, Voxy has established itself as a global leader in the field of corporate language education. Voxy has supported corporate clients across 150 countries by delivering live language coaching led by certified instructors and an expansive library of role-specific courses that bridge critical soft and technical skill gaps. Today, Voxy\'s impact spans the globe, with dedicated teams operating across multiple regions, including the United States, Brazil, Chile, Colombia, Mexico, Thailand, Spain, Italy, and Ireland. Originally focused on providing English language instruction, Voxy has evolved to offer an array of languages, including Portuguese, Spanish, Italian, German, and French, catering to a diverse range of learners. We believe that learning a language should be fun, rewarding, and a gateway to the best experiences life has to offer. If you agree, we’d love to talk. What You’ll Be Doing Empathize with every aspect of the customer journey/experience, putting customers’ needs first. Understand customers\' needs and help them through the onboarding process Deliver adoption/engagement-related insights and readouts of specific customer outcomes in Business Reviews Guide and coach customers with dedicated customer success processes. Coach customers to become Voxy product experts and train their teams on the Voxy methodology, enabling them to become increasingly self-sufficient. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty. Partner with Key Account Managers to collaborate throughout the journey, generating upsell/expansion opportunities, and especially during the renewal process. Partner with Account Executives to collaborate and communicate to ensure alignment on plans Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers. Help drive customer references and case studies. Compliance with Voxy\'s customer management tools to guarantee transparency of Customer Health and Customer Success Indicators. Preparing reports and business reviews for customers to generate visibility of the program\'s performance What We’re Looking For 5+ years of relevant experience in a customer-facing, customer success, account management, or strategic consulting organization. Fluency in English is required; additional languages are a bonus. Project management experience, problem-solving solving and negotiation skills. Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio. This includes taking ownership of all aspects of the client experience, proactively addressing challenges, and consistently meeting or exceeding client expectations. Tech-savviness, ability to work with spreadsheets, create reports, and conduct Business Reviews for clients. Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus. Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Strong interpersonal skills and experience in building strong internal and external relationships. Adaptability to dynamic environments. Consistent track record of highly professional customer service in a fast-paced, dynamic environment. Diplomacy, tact, and poise under pressure when working through customer issues. Bachelor\'s Degree What Would Be Nice To Have Experience in directly interfacing with HR departments would be highly beneficial. Prior experience in the (EdTech) sector. Experience in managing education programs. Experience dealing with Sence programs, including all the processes involved and the strategy. This position is a match for you if You possess exceptional communication skills, allowing you to effectively interact with customers and convey solutions clearly. You demonstrate high levels of empathy, enabling you to understand and address customer concerns with sensitivity and understanding. You exhibit strong problem-solving abilities, enabling you to identify and resolve customer issues promptly and efficiently. You showcase excellent time management and organizational skills, allowing you to prioritize tasks effectively and meet customer needs in a timely manner. You demonstrate strategic thinking, enabling you to anticipate customer needs and develop long-term plans for customer success. You are results-oriented, with a focus on achieving key performance indicators such as customer satisfaction, retention, and expansion opportunities. You excel in relationship building, fostering strong, trust-based connections with customers to drive long-term success. Perks and Benefits Competitive salary, bonus, and stock options Remote-friendly work policies Cell phone & Wifi reimbursement Home office improvement budget Wellness & Health budget Professional development budget Language classes with Voxy Work with an awesome international team of super bright, creative, talented, and passionate individuals based around the world We believe in a workplace that is meant for everyone. Voxy is an equal-opportunity employer. Voxy believes that a creative, engaged and diverse team can transform the market and positively impact people\'s lives through education. We are sure that the mission of building the most effective way to learn English is done with a plurality of ideas and points of view, which is why we work to promote Diversity, Equity and Inclusion initiatives in our company. In addition to training, benchmarking, and community partnerships, we also work in alignment with our internal DEI Committee. As a reflection of our beliefs around inclusion in the workplace, our selection process has no restrictions; our goal is to assemble a diverse team that will help us be leaders in our market. We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital, veteran, or disability status. Learn more about our DEI initiatives and ERGs by clicking here. #J-18808-Ljbffr