Customer Success Manager (for US Market, based in LATAM)

about the role:

We are looking for a Customer Success Manager for the US Market BASED IN LATIN AMERICA (Working LATAM office Hours) and who will be working fully remotely, to help implement, educate and train our new and existing clients on all aspects of our SaaS platform and for them to get the most out of the features and tools it contains.

Not only are you helping our clients to use and navigate our platform, But helping them to successfully integrate our platform into their daily processes within their practice/Clinic in a seamless way.

• Provide mentorship and guidance through demonstrable knowledge of the Crisalix platform solutions by acting as a consultant to the client.
• Develop a trusted advisor relationship with clients and a solid technical support for all product needs of the platform throughout the customer journey through e-mail, live chat, Skype, or telephone.
• Encourage refresher training and training on new functionalities to ensure the client is getting the optimum use from the platform capabilities.
• Constantly training on best practices.
• Be willing to learn and hence have a deep understanding of the software perfectly and to know how to explain it to a client that might not be very tech savvy.
• To adapt your speed of teaching to the understanding speed of the client.
• Experienced at training people in the past on solutions using a tablet device.
• Work closely with the company C-Suite to ensure CS company processes are followed intricately.
• Been capable of identifying client concerns or possible additional commercial opportunities that could be addressed with the help of the sales team.
• Ensure the client has access to all online learning resources
• Customer retention management.
• Information’s escalation and feedback from the users to the marketing and development team.

our ideal candidate would have:

• Have 5+ years of experience Tech support or/and Sales within a B2B SaaS or SW company.
• Are tech savvy with a strong desire to build and support relationships and expand product use within a customer environment.
• Fluent or Native in Spoken and written Spanish and English.
• Possess excellent judgement with consultative, problem solving, and escalation resolution skills.
• Be very customer support focused and have the ability and understanding on how to convey knowledge to clients with differing levels of existing technical knowledge.
• Superior written and verbal communication skills; able to communicate clearly and in a compelling manner to audiences of various levels.
• Strongly sales-oriented, hands-on personality with Customer Service orientation
• An organised and enthusiastic attitude, with a keen eye for accuracy and detail

we also value very positively:

• Experience working in B2B and luxury/niche B2C companies/the aesthetic industry and or medical field would be a plus.
• A Tech support or/and Sales background.
• Have empathy and patience with a strong desire to give the best possible in terms of training and support.
• Be resilient, enjoy ambiguity, and thrive in a fast-paced agile environment.
• Be a brand ambassador and deliver a superior client experience.
• Have the ability to follow the process and maintain the highest levels of confidentiality.

we are the first company to:

At Crisalix, prior to any aesthetic or reconstructive procedure, we help doctors and educate patients by answering their fundamental questions, thanks to our state of the art online 3D visualisation solutions.
Our proprietary platform is used by patients, leading medical aesthetic brands and the most recognized healthcare professionals around the world throughout the full patient journey, establishing us as the market leader.

With our unbeaten key improvements on the main medical and business metrics, we are delighted and proud to enhance the beauty journey of people around the world day after day.

The team:

We are an International technology engineering organisation focused on people and our product. At Crisalix we work hard, and we have a beautiful project ahead of us to make a company that's an excellent place to work.

Originally posted on Himalayas