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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success teams, focusing on onboarding, account management, and performance optimization. Proficient in data-driven decision-making and process improvement methodologies to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Customer Success LeadershipData Analysis and Metrics MonitoringPerformance Management and DevelopmentProcess Improvement MethodologiesAssertive Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingAccount ManagementKPI MonitoringData-Driven Decision-MakingProcess ManagementQuality ManagementSystems ImplementationB2B Customer SuccessIndividual Development PlansOperational Bottleneck Analysis
Soft Skills
Interpersonal SkillsMentoring and CoachingDelegation and PrioritizationProactive Problem-SolvingSense of Urgency
Tools & Technologies
ERP SystemsBusiness Management SystemsOmie Ecosystem
Industry Keywords
SaaSContinuous ImprovementCustomer EngagementChurn ReductionRetention Initiatives
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead the team of analysts responsible for customer onboarding and account management, ensuring the operation runs with quality and consistency.
- Ensure the application of playbooks, training, and account monitoring, promoting execution discipline and clarity around direction and agreements.
- Provide technical support to analysts and serve as a reference for the team.
- Monitor operational and account metrics, such as Health Score, NPS, churn, adoption, and engagement, turning data into action plans.
- Identify, report, and resolve day-to-day bottlenecks, acting with a sense of urgency to ensure a positive customer experience.
- Support the team in identifying signs of churn and disengagement, directing retention initiatives and identifying expansion opportunities.
- Conduct regular 1:1s with analysts, providing constructive feedback and mentoring to support employee development.
- Manage team performance by connecting goals, performance, and individual development plans.
- Delegate and allocate accounts and demands, optimizing team capacity.
- Lead innovation and continuous process improvement projects.
- Connect day-to-day operations to business objectives, positively influencing the team and partner departments.
Requirements
What you’ll need- Previous experience leading Customer Success, Onboarding/Implementation, or consultative support teams at SaaS companies.
- Experience managing customer accounts and knowledge of system implementation processes.
- Knowledge of process and quality management, with a focus on standardization and continuous improvement.
- Experience analyzing data and identifying operational bottlenecks.
- Experience with performance management, combining KPI monitoring with people development.
- Experience conducting 1:1s, providing constructive feedback, mentoring, and coaching.
- Assertive communication and strong interpersonal skills when working with diverse stakeholders, both internal and customer-facing.
- Ability to delegate, prioritize, and manage multiple demands simultaneously.
- Data-driven decision-making, with an investigative mindset to identify the root causes of problems.
- Proactive profile, with accountability, a sense of urgency, and execution discipline.
- Systems thinking and business acumen to connect customer needs with solutions across the Omie Ecosystem.
- Growth mindset and a passion for developing people and delivering customer value.
- Preferred: Experience leading B2B Customer Success teams.
- Preferred: Experience with ERP and business management systems.
- Preferred: Experience creating and monitoring Individual Development Plans (IDPs).
- Preferred: Knowledge of process improvement methodologies.
Benefits
Comp & perks- Dental Plan | Amil Dental
- Health Insurance | Bradesco Saúde
- Mental Health Platform
- Telemedicine Platform
- Life Insurance | Prudential
- Pharmacy Benefit
- Gym Allowance
- Birthday Day Off
- Flexible Meal Voucher
- Home Office Allowance
- Childcare Assistance
- Transportation Voucher and Company Shuttle
- Discount Platform (Allya, SwileShop, and Dell)
- Educational Benefits
- Travel Benefits
- Pet Health Insurance
- SESC
- Profit-Sharing and Results Bonus (PPRL)