Team Lead - Customer Success Manager LATAM

WHO ARE THEY ?👀

Partoo is a B2B SaaS scale-up who is committed to helping local businesses, large companies or SMEs to get closer to their customers. To do this, they have developed an all-in-one platform and different solutions that revolve around 3 value propositions: Get Found, Get Chosen and Get Clients.

Through these 3 propositions, they have developed several products that adapt to changes in the customer purchasing journey:

🔎 Get Found

Presence: Synchronize store information on main platforms (Google, Facebook, Waze, etc.), directories and GPS.

Store Locator: Help customers find the store that’s right for them with up-to-date local data and dedicated filters on retailer websites.

Social Media: Manage posts on Facebook, Google, Instagram, etc.

🎯 Get Chosen

Review: Centralize, reply to and analyse customer reviews received on Google and Facebook.

Booster: Get additional positive reviews on Google through SMS and QR codes.

🫱🏼‍🫲🏽 Get Clients

Messages: Centralize and reply to all chat messages received via Google Business Messages, Messenger and soon also via Instagram, WhatsApp, etc.

Some key figures 🗝

--> Happy at Work label and the best Glassdoor rating in the French tech environment 4.9/5 with more than 200 reviews ️️️️️⭐️⭐️⭐️⭐️⭐️

--> 400+ happy employees, 36 different nationalities, offices in Paris and Barcelona 🚀

--> They manage 200,000 points of sale and work cross-functionally with +650 chains (Carrefour, Generali, Toyota, Decathlon, Essilor, etc.) and +4,000 SMEs in around 100 countries.

ROLE & IMPACT 💥

We are looking to strengthen our team of Customer Success Managers for the LATAM (Latin America) region to provide our clients with the best possible experience. Customer support and satisfaction are our #1 strength!

Be both a player and a coach, managing a team of 3 Customer Success Managers, including recruitment, team development, and maintaining employee satisfaction.

Support the achievement of your team’s KPIs. Guide and support your team in managing their clients throughout their lifecycle. Manage a portfolio of LATAM accounts.

Key KPIs tracked:

Renewal rate (target 90%)

Upsells generated (10% of the portfolio)

Adoption of internal tools

TEAM 💙

You will work within the Success department, composed of nearly 40 people, divided into 4 teams covering our 4 different geographical scopes (France, Italy & MENA, Iberia & LATAM, and Europe). The Success LATAM team, is currently composed of 11 people led by Roberto, our Head of Success LATAM & Iberia.

MISSIONS 🔥

• Manage a portfolio of around 20 accounts
• Ensure client satisfaction by supporting them in using the solution and demonstrating its value.
• Identify upsell opportunities to generate additional sales with the help of Account Managers.
• Support your team of 3 experienced to senior CSMs in their daily tasks.
• Develop the skills of the Customer Success team: conduct weekly meetings, create quarterly development plans, perform semi-annual evaluations, and manage onboarding for new employees.
• Track and report the performance of your team and the progress on OKRs to your manager.
• Improve team processes and our product by gathering client needs.

OUR TARGET PROFILE 🎯

• You have good command of Excel and PowerPoint.
• You have a minimum of 3 years of experience as a Customer Success Manager for large accounts or in consulting, and at least 1 year of experience as a Team Leader.
• You can drive change in a large organization and persuade C-level executives.
• You are inspired by our 5 values: Simplicity, High Standards, Fun, Curiosity, Empathy.
• Soft skills: Precision, a taste for quality work, attention to detail, problem-solving ability, leadership, team spirit, analytical skills, diplomacy, dynamism, excellent written and oral communication.

RECRUITMENT PROCESS 🛠:

• HR interview with Jeadyne, International TA, via video call (45 min).
• A case Study
• Interview with Roberto, Head of CS LATAM (1 hour) via video call.
• Interview with Maya, VP CSM (1 hour) on-site.

€55,000 - €59,000 a year

Salary mentioned is OTE (on-target earning - including both fixed and variable components) and depends on seniority level.