Head of Customer Experience in Alegra

En Alegra construimos algo más que software, creamos superpoderes a las pymes y ¡queremos que formes parte de ello! 💼✨

¿Te apasiona la creación de soluciones robustas y escalables?

En Alegra impulsamos la creación de aplicaciones basadas en arquitecturas modernas y nuevas tendencias. Como Backend Developer contribuirás en el desarrollo de la arquitectura interna de nuestras aplicaciones (formularios, mapas, bases de datos, etc.) analizando problemas complejos y encontrando soluciones innovadoras.

Esperamos que te anticipes a posibles problemas que puedan surgir en la integración de elementos, diseñando todas las soluciones necesarias para que el usuario final no tenga ningún inconveniente al utilizarlas y una comunicación constante con tu equipo y áreas implicadas en el proyecto.

Buscamos personas curiosas, sin miedo a explorar nuevas tecnologías, buenas prácticas y tendencias con capacidad para introducirlas en una plataforma que ya usan miles de usuarios en Latam y España.

What will be your challenges?

1. Show true value for customers

• Lead the team of Customer Success Managers to deeply understand our customers' objectives, needs, industries, and become trusted right-hand advisors.
• Collect user feedback to lead new initiatives alongside other Alegra teams that drive customer success.

2. Drive and ensure the increase of revenue

• Lead the team with personalized support (Enterprise and Accountants) in providing support with a focus on retention.
• Create processes for a smooth transition for the user when moving from Sales to Customer Success.
• Lead the payments support team to retain users and increase revenue through attention.

3. Optimization and Automation Process

• Study and promote the implementation of processes that help improve the user experience daily.
• Project and propose new structures, processes, and automations in the team to save time in manual processes.
• Propose integrations with new or existing platforms for our support systems to make work simpler and more efficient.
• Constantly review the strategy to create action plans to optimize all processes.

What do we expect from you?

Desirable Requirements:

• Degree in Industrial Engineering, Systems Engineering, Dana Manager, Business Administration
• English proficiency (C1/C2)
• More than 10 years of experience leading Customer Success or Accounts Managers teams
• Experience in Support areas, preferably in B2C support
• Knowledge of the SaaS industry and its key indicators.
• Experience in sales through renewal and upselling
• Experience in working with other teams such as Product, Sales, Marketing
• Experience in database management and dashboard construction for decision-making.
• Knowledge of CRM and user support platforms
• Data analysis skills, dashboard creation, and KPIs.
• Customer orientation skills and experience.
• Curiosity: demonstrating interest in knowing beyond what is obvious and the ability to inquire.
• Analytical Thinking: ability to approach a challenge by breaking it down into parts and ability to explain something complex in a simple way.
• Recognition of Success: being able to recognize success in their own life and others'.
• Demonstrate being proactive and purposeful.
• Order and efficient time management.

Benefits with Alegra ✅

• Work from wherever you want, 100% remote, doing what you love. ❤️
• A stable and long-term employment relationship ❤️, not freelance!
• A competitive salary.
• Sharing with talent that transcends borders 🗺️.
• Spaces to socialize and share interests.
• An environment to experiment, learn from mistakes, and work with autonomy but with a lot of commitment and responsibility.💡
• Turn reading into your best ally for learning 📖 with access to educational platforms, certified courses, training, and a virtual library.
• Health coverage 🩺 and two days of care per year, in addition to your vacation.
• Financial support to take your workspace to the next level. 💪💻
• Celebrate your birthday with a special dinner 🥳.
• Being in a place that focuses on growing while you do, offering wellness programs and quality of life talks. 🚀