Customer Success Director Brazil

What this is all about

We are a global company focused on developing the best fulfillment & delivery technology in the world. We provide leading retailers such as Walmart, Falabella, and HEB with advanced software solutions to conquer the eCommerce market through flawless operations.

Our technology is designed to operate at a large scale, driving cost efficiencies and providing the most delightful digital customer experience, in line with the best providers in the world. We strive to help traditional retailers take on the digital world in just a few days.

Instaleap has been growing fast over the past two years despite its (at the time) nearly sole product focus. With what is now a leading technology and distinguishing product in the space, it’s time to scale our growth efforts.

What we bring to the table

• A growing organization with beautiful (remote if desired) positions and possibilities for personal development
• A challenging job that’ll be at the core of our growth ambitions
• Paid time off (PTO) for 25 days
• Rock solid onboarding that’ll set you up for success in your job
• Mentoring and coaching by experienced SaaS leaders can helping you elevate your career
• Monthly online events with International Team
• Educational budget to support your studies or language courses
• Flex schedule and remote first culture - We are a global team & we trust in your commitment and abilities.

Profile

As a Customer Success Director at Instaleap, you will be the strategic partner for our customers at every stage of the process. You will be the key person for communicating our customer’s needs to our product team and will be focused to teach our clients how to take advantage of all of Instaleap’s features and how they can solve their business needs.

For our clients:

You will be focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer’s issues, and working as a consultant while using insights according to the client’s operation and suggesting improvements to increase productivity and achieve our customer’s growth.

As a team leader:

You will lead a team of customer success specialists and operations experts being responsible for your team achieving their goals and good results with our customers while keeping track of the accounts that each person has assigned & plan accordingly to the cycle goals. 

Your SuperPowers

• Ability to influence C-Level & stakeholders.

• Experience leading cross-functional teams and know how to get the best out of your team

• You can plan, organize, prioritize and communicate with all the teams involved in the delivery of complex product features.

• You are data-driven with strong analytical skills.

• Learning driven person and shows interest in taking on new challenges that allow you to grow

• Problem-solving & decision-making skills

• Autonomy in a dynamic environment.

• Desire and ability to work on a technical developer product.

• Excellent communication skills, both written and oral. You can tailor your message based on the audience.

What would I be doing?

• Analyze the current digital stage where the client is and use the data insights to define a strategy to understand the final user’s behavior and help our client improve their e-commerce transactions, understanding each store's operations while building a trusting relationship with Instaleap.

• Structuring business and growth plans for the client to get the most out of Instaleap achieving digital growth. 

• Enhance and maximize the client's digital presence through mentoring and consultative support.

• Maintain constant communication with the client to identify needs and escalate them to the product team.

• Monitor Customer Success KPIs to generate action plans and offer solutions to our customers.

• Define strategies and identify customer growth opportunities in the early stages

• Structuring an onboarding process for our clients.

• Maintain direct and continuous communication with senior stakeholders.

Your experience has been shaped by:

• At least 5 years performing roles as a: consultant; project manager; Team Leader in operations or e-commerce; or similar experience in operations or e-commerce

• At least 5 years as a Team Leader

• Native Portuguese 

• Fluent in English (B2-C1)

• Spanish is nice to have (not mandatory)

• Experience in a fast-paced environment as a tech company or start-up

• Experience in last-mile delivery companies will be highly valued