GroupBy Inc. Looking for Customer Success Manager (Fluent in Spanish/Portuguese) at Toronto, Ontario, Canada Full Time

GroupBy’s cloud-native SaaS technology powers the world’s most relevant and highly converting eCommerce websites. Our composable Product Discovery Platform powered by Google Cloud Discovery AI, provides industry-leading features for data enrichment, search, recommendations, navigation, personalization, merchandising and search analytics and much more! GroupBy’s next-generation Product Discovery Platform creates seamless eCommerce experiences optimized for business outcomes, including revenue, margin, and profit. In late 2021, we kicked off our exciting partnership with Google Cloud making GroupBy a provider of choice for site search and recommendations and allowing us to expand globally while raising our business to new heights. Today, GroupBy is recognized for its success enhancing large-scale, complex B2B and B2C eCommerce configurations.

While we have numerous accolades, we would like to highlight that Groupby was honored with a spot on LinkedIn Top Startups 2018: The 25 most sought-after startups in Canada LinkedIn Top 25. In October 2022, GroupBy received the Gold Merit Award for Technology beating out Amazon in the same category.

Do you thrive in a diverse and exciting environment that’s continuously evolving? Join our team and find out why GroupBy is such a great place to work!

GroupBy is looking for a bilingual Customer Success Manager (CSM) fluent in Spanish and/or Portuguese who is excited to live in the space between business and technology. In this role, you will collaborate with some of the world’s largest brands in both North America and Latin America to deliver industry-leading e-commerce solutions using GroupBy’s suite of products.

All candidates must be fluent, verbal & written in Spanish and/or Portuguese.

What you’ll be doing

The Customer Success Manager will report to the Senior Director of Customer Success and will be responsible for managing a portfolio of GroupBy customers by supporting regular customer planning exercises, metric alignment, and success criteria with the goal of improving customer retention, product adoption, and the overall customer experience. finding opportunities for growth. You will work with

our customers to align with their objectives and goals and act as an advisor on best practices and new product features and ensuring customer satisfaction is always the top priority. The key success metrics in this role will include customer health (score), product usage/adoption, retention and advocacy.

Responsibilities

• Elicit, document, and communicate customer goals & objectives along with associated success metrics
• Align customer business goals and growth strategy through a deep understanding of each customer’s business objectives to proactively identify and pursue opportunities for long-term success
• Report on & communicate success plan progress and performance with internal and external stakeholders
• Build relationships and advocate for your customers’ needs and issue management in a timely manner
• Manage escalations and related communication between internal and external stakeholders
• Share customer insights and learnings to provide feedback loop and support product roadmap/enhancements plan with CS, Product, Engineering and Analytics team
• Collaborate with internal teams to ensure all facets of the customer experience are effectively managed

Skills you already have

• Verbal & written fluency in Spanish to effectively communicate with customer stakeholders operating out of LatAm
• Leadership and Management skills to manage challenging conversations with Customers/Stakeholders
• People skills to read the room and understand client or internal sentiments, but at the same time be able to articulate and deliver messaging in a professional manner
• Understanding KPIs and Metrics and how it can be used to build Case Studies or Business Cases
• Ability to wear multiple hats and be hands-on to support internal teams when needed
• Team player and positive attitude is a must
• Strong negotiation and communication skills
• Technical abilities to be able to communicate and have deeper understanding of client challenges ei. How API implementations work
• Experience with prioritizing key issues
• Proactive problem solver

Nice to have

• Experience in a Saas / cloud based platforms or ecommerce environment
• Experience working in a technical startup environment
• Experience collaborating with a sales team

Why You’ll Love Working Here

In 2018, LinkedIn nominated us as one of the fastest growing tech companies in Toronto.

In 2021 and 2022, we received a 92% employee engagement score on our annual employee satisfaction survey.

We offer a hybrid work environment. This is a true Hybrid in that people can work from anywhere as long as we get the job done. It also means we have chosen to retain our head office in Toronto for those who wish to use them.

We have many fun perks like getting your birthday off, half days before a holiday weekend, stock options, competitive salary, unlimited vacation, $500 annual educational budget to spend as you wish and many opportunities for growth and development.

We have a strict “no jerks” allowed policy. Only good humans allowed.