Customer Success Manager

• Support the Global CRM Manager in developing and delivering customer relationship management strategies
• Strengthen customer acquisition and retention, enhance guest satisfaction, and improve operational efficiency
• Turn customer data into useful insights
• Improve the Zoho CRM user experience
• Improve customer knowledge through segmentation, data cleaning, record deduplication, and data quality measurement and optimization
• Gather user needs and help design simpler Zoho CRM workflows and views using layout rules, Canvas, Blueprints, and Wizards
• Serve as a first point of contact for day-to-day CRM requests
• Train users across Reservations, Sales, Marketing, Finance, and Operations
• Propose ways to improve customer and client data collection across Marketing, Sales, Reservations, and Operations touchpoints
• Help create CRM reports to track and analyze Marketing, Sales, and Reservations performance and initiatives
• Collaborate with departments, the Global CRM Manager, and the technical development partner
• Support transformation projects that create business opportunities throughout the customer journey
• Keep CRM process and feature documentation up to date

Global CRM Assistant Manager – Maternity Leave Cover

• Conduct routine check in calls with current clients
• Help manage and gatekeep attorney calendars by appropriately scheduling client appointments
• Return voicemail calls from current clients
• Identify recurring client needs, concerns, or patterns and communicate relevant trends to leadership
• Identify opportunities to reengage lapsed leads and help move them closer to resolution
• Ask thoughtful questions, actively listen to client concerns, and respond with empathy, professionalism, and a solutions oriented mindset
• Develop and maintain strong relationships with current and former clients
• Handle inbound calls from current clients and reroute calls belonging to other departments
• Support client retention and growth objectives through proactive communication
• Cultivate client relationships that can lead to referrals, repeat business, and positive word of mouth
• Perform general administrative duties, including handling phone calls, maintaining client calendars, sending mailings, and managing general communication
• Track and report weekly call volume, lapsed lead conversion, and meaningful client touchpoints
• Maintain accurate records in CRM and Case Management systems
• Contact clients who send messages to determine whether they would like to schedule an appointment
• Contact law enforcement agencies regarding requested reports
• Make outbound calls to former clients, current clients, unretained leads, and referral sources
• Provide proactive updates following court appearances or scheduling changes
• Encourage online reviews, referrals, and newsletter opt ins
• Identify opportunities for additional services and referrals
• Provide appropriate referrals through the firm’s curated Team 100 list
• Follow up with District Attorney offices regarding discovery
• Contact District Attorney offices on Mondays regarding charges for current clients with precharging matters
• Schedule trial preparation calls
• Schedule strategy sessions

Client Happiness Coordinator, Client Success Specialist

• Gestionar con autonomía una cartera de clientes corporativos
• Ser el referente del cliente dentro de OZmap
• Liderar el onboarding, incluyendo implementación y capacitación
• Realizar entrenamientos para asegurar que el cliente obtenga valor desde el inicio
• Realizar el ongoing mediante seguimiento continuo, reuniones mensuales y QBRs
• Monitorear el health score y anticipar riesgos de churn
• Reactivar clientes con baja actividad
• Identificar oportunidades de upselling y cross-selling junto con el equipo Comercial
• Ser el puente con Soporte y Producto, llevando la voz del cliente al interior de la empresa
• Contribuir a la evolución de los procesos del equipo

Ejecutivo de Cuentas – Customer Success

• Track and update lead activity to support reporting and business development efforts
• Coordinate appointments and scheduling through Calendly
• Support client intake processes from initial contact through qualification
• Maintain accurate lead records and current data
• Manage and update client information within Lawmatics and Clio
• Handle initial client inquiries professionally and empathetically
• Qualify incoming leads based on established criteria
• Monitor and manage potential client leads received through call answering services
• Maintain professionalism and customer service in all interactions
• Assist with social media inquiries and incoming prospect communications
• Use Google Workspace for daily communications and documentation
• Monitor and respond to prospective-client communications
• Follow up with prospective clients to maintain engagement and improve conversion rates

Customer Success Manager jobs in Peru

Global CRM Assistant Manager – Maternity Leave Cover

Client Happiness Coordinator, Client Success Specialist

Ejecutivo de Cuentas – Customer Success

Client Experience Specialist