Client Success Manager

Job description

Are you looking for a challenging role in an international company, located in the center of Medellin, with lots of growth potential? We are now looking for a Client Success Manager to join our Medellin-based team in our efforts to make the world a healthier and fitter place. We are looking for someone who provides leadership, has the ability to motivate people, and is comfortable work alongside other departments to improve processes and efficiency.


Who Are We?

Virtuagym is a leading tech company in health & fitness mobile apps, providing solutions for consumers, gyms, personal trainers, physiotherapists, and corporate health services. With over 4,000 clients worldwide, 25,000 personal trainers, and 11 million end-users, availability in 11 languages and over 200 staff in two offices in Europe and America, Virtuagym is a leading player in the fitness technology space.

With over 100% growth every year, we keep reinventing ourselves in the fast-paced fitness technology domain. While we are beyond the startup phase, we still cherish our start-up culture and non-corporate approach. At Virtuagym you have the opportunity to grow and we empower you to explore, learn and do great things as we conquer the world with our great solutions! Our Medellín operations started in the northern part of the city in an amazing and eco-friendly building called Ruta N, known as the center of innovation. It was created by the city to promote the development of innovative technology-based businesses. After two years of significant growth, we have moved our offices to the lush hillside of the upscale El Poblado neighborhood with amazing views of the entire city and easy access to Medellin’s most influential commercial centers. Our primary focus from the Medellín office is to manage the North and South American markets.  


What Is It All About?

It is our mission to become a top player in the American market.  Our Client Success Manager must have the ability to lead a team of representatives across both the North American and South American markets, oversee operational efficiency and competence when dealing with customers. You must be resourceful when dealing with critical issues and delivering results.



Essential Duties and Responsibilities

  • Establish a vision, structure, and required processes for a department focusing on providing optimal customer support, quality product implementations, and consultancies to ensure the best customer experience possible.

  • Refine and focus team members on department goals and KPI’s; review team and individual KPI’s, determine additional areas of opportunity and improvement

  • Conduct one on one’s with team members and provide coaching where necessary

  • Plan, communicate and manage changes to continuously evolve department impact on key metrics such as net response times, resolution times, CSAT, ticket backlog, one-touch tickets etc

  • Carry out performance management, engage team members individually to strengthen skill sets and abilities;

  • Manage and resolve client escalations where appropriate

  • Effectively lead the team through various changes in job duties and processes

  • Engage team in adopting and maturing fundamental Support processes

  • Leverage change management to continuously evolve the team in refining skills and abilities with established processes and practices, adopting new processes and practices as implemented

  • Seek out opportunities to automate and scale manually conducted activities


Requirements

Who are you?

  • Minimum 3 years experience in similar management roles

  • Bachelor degree or equivalent in business administration or related field

  • Working knowledge of customer service software, databases, and tools

  • Someone who leads and manages by the numbers (data-driven)

  • Strong Communication Skills

    • English (Advanced)

    • Spanish is a plus

  • Ability to multitask

  • Ability to work with a diverse group of individuals

  • Excellent knowledge of coaching methods and techniques

  • Excellent Organizational Skills

What do we offer?

  • A challenging full-time (40 hours/week) position and great potential for you to grow and develop personally and professionally.

  • Great freedom and autonomy to take ownership, make decisions and have a major impact;

  • Various extra benefits such as free gym membership, free Spanish and English classes, social activities and more!

  • 30 days paid vacation time (including public holidays)

  • Unique start-up company culture with motivated and fun colleagues in Amsterdam and Medellin

Please send CV and Cover Letter in English