How a Software Company Hired a Customer Success Manager for $1,700 a Month.

What does the client’s business do?

Our client offers a real-time, cloud-based software solution that enables manufacturers to optimize operations and drive significant performance improvements.

By providing owners and operators with real-time information about production processes, it enables informed decision-making and problem-solving.

The software can also help you analyze data to find patterns to work faster and more efficiently.

What were the requirements?

The client provided us with an idea of what the candidate's profile should look like: They must have the following characteristics.

Essential Skills and Qualifications:

• Customer Confidence: Ability to instill confidence in customers regarding the company's products and services.
• Effective Communication: Clear and concise communication skills, both verbal and written.
• Relationship Building: Strong interpersonal skills and ability to foster positive relationships with customers.
• Organization and Project Management: Exceptional organizational skills and a project management mindset.
• Problem-Solving: Positive attitude and creative problem-solving abilities.
• Professional Qualifications: MBA or similar professional designation.

Preferred Skills and Experience:

• Engineering Background: Understanding of engineering principles and processes.
• CI Team Experience: Experience working in a Continuous Improvement team, preferably in a manufacturing environment.
• Project Management Certification: PMP certification or equivalent experience.
• Leadership Experience: Proven leadership skills in a manufacturing business.
• Work Experience: Minimum 3 years of relevant work experience.
• Career Success: A track record of high performance and achievement.

That’s where we had the perfect match with Luimar.

What was the candidate’s background?

Luimar is a Colombian who proved to be the candidate with the best fit to the key requirements for the CS Director position.

Luimar's experience in Customer Success and Customer Experience positions at large and small American companeis demonstrates a consistent track record of:

• Building strong customer relationships: Demonstrated ability to foster positive and lasting relationships with customers by understanding their needs and providing tailored solutions.
• Effective Communication: Demonstrated ability to communicate clearly and concisely, both verbally and in writing.
• Problem and Conflict Resolution: Demonstrated ability to identify and address customer pain points, resolve issues effectively and implement strategies to improve customer satisfaction.
• Process Improvement: Experience in creating and optimizing customer service processes, including tools, channels and training programs.
• Data-driven decision making: Ability to analyze customer data to identify trends, prioritize needs and make informed decisions.
• Team leadership and management: Experience leading and developing customer service teams, including hiring, training and performance management.

In summary, Luimar’s experience, skills and qualifications make him the most suitable candidate for the CS Manager position, and he has been the one ever since.

What were the responsibilities?

The first few days Luimar focused on learning the functionalities of our client's company but soon after he started. His main responsibilities are:

• Customer onboarding: Guide new customers through configuration and implementation.
• CX management: Establish strong customer relationships and support.
• Proactive support: Monitor usage, identify problems and provide solutions.
• Retention and upselling: Ensure renewals and identify growth opportunities.
• Support tickets: Quickly address and resolve customer issues.
• Performance tracking: Define key performance indicators and track performance.
• Training and education: Develop and deliver training content.
• Process improvement: Identify and implement process improvements.

How did they find this candidate?

The company used Jules! We help US businesses find, hire, and pay top Latin American talent.

Follow to see more success stories from our clients. Schedule a call and save up to 75% per month hiring with us. If you’re looking for marketing specialists, sales talent, customer support, virtual assistants, operations, project managers, creatives, development, accounting, and more we are here to help!

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