RPA Customer Success Manager
Heredia, Heredia, Costa Rica
hace 4 horas

About the position :

Responsible for the management of ongoing internal customer relationships and the operational delivery of RPA solutions.

Serves as the prime point of contact to the client(s) regarding overall and day-to-day service delivery. Takes primary responsibility for internal client satisfaction with service delivery

Responsibilities :

Pipeline / Demand Generation of Automation projects :

  • Build and deliver RPA awareness and training strategy to grow automation culture within different business units and regions
  • Define and align client goals of the RPA program and create an environment of accountability for achieving business goals
  • Support internal customers to build strong pipeline and perform process assessments and ensure business cases are completed.
  • Develop team to appropriately be able to identify opportunities for new business growth and reference-ability
  • Utilize consultative approach to identify and solve for clients / peer / partner concerns
  • Ability to handle multiple projects and / or requests at once
  • Ensure Delivery of Successful Outcomes / results to internal customers :

  • Develop operational metrics for the Customer Success team and present outcomes to cross-functional leadership team
  • Build strong internal customer relationships where you and your team are considered by our customers as a first point of contact to shepherd issues, questions or concerns through our business and to resolution
  • Develop and execute on-going feedback and ability to conduct monthly and quarterly business reviews with internal customers and leadership
  • Be responsible for ensuring an amazing customer journey
  • Communicate and interface with senior level management
  • Drive further adoption and financial results that impact customers and RPA COE

  • Manage a team responsible for customer success outcomes by ensuring higher product adoption and usage, internal customer satisfaction and overall account health scores
  • Build lasting relationships with internal customers by reporting and communicating results and charges
  • Maintain budget responsibility with the RPA program
  • Main Requirements :

  • 5+ years’ experience in account management and customer service
  • 7 years' experience as manager
  • BA / BS Degree preferred
  • Past success in a continually evolving environment using proven time management skills, prioritization skills and working with a strong sense of urgency
  • Experience on RPA industry and standards and IT / Software Development (SDLC) background is desired
  • Excellent English and Spanish verbal and written communication and presentation skills
  • Reporting skills are required (Excel, Tableau, Spotfire, or similar)
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