Company Description RediRedi is a growing product promotion SaaS for small business owners worldwide. Founded by experienced entrepreneurs, we are trusted by over 4,000 small business owners who rely on our solution. With RediRedi, small business owners can easily promote their products across multiple online channels, including Instagram, Facebook and WhatsApp. Our innovative platform is revolutionizing the way businesses showcase their products online, making it easier than ever to create stunning digital catalogs that drive sales and engagement. Join us in spreading the word and helping small businesses succeed! Visit our website at www.rediredi.com for more information. Why join our team? Make an impact: Your work will directly contribute to the success of countless businesses around the world, helping them reach new customers and grow their revenue. Work with cutting-edge technology: We're constantly pushing the boundaries of what's possible in e-commerce, and you'll have the opportunity to work with the latest technologies and frameworks. Collaborate with brilliant minds: Our team is made up of passionate, creative, and talented individuals who are always eager to learn and grow. Enjoy a vibrant culture: We foster a supportive and inclusive environment where everyone feels valued and empowered to do their best work. Be part of something big: We're a fast-growing company with ambitious goals, and we're looking for individuals who are excited to be part of our journey. Role Description This is a full-time remote role for a Customer Success Manager at RediRedi. As a Customer Success Manager, you will be responsible for ensuring customer satisfaction, analyzing customer needs and preferences, driving customer retention, building strong relationships with customers, and providing excellent customer service. You will work closely with our customers to understand their goals, address their concerns, and help them maximize the value they receive from our platform. Main Responsibilities: Map and design the current and ideal journey at specific customer moments; Study, synthesize, and provide deep analytical insights on data and trends from customer perceptions to identify, define, and prioritize experience requirements and improvement opportunities. Use journey mapping to enhance "moments of truth." Evaluate, document, track, and report experience gaps in experiments, projects, and continuous improvement strategies for customer experience, aligning with RediRedi's priorities. Identify the interdependencies between people, processes, and technology that impact the design of the customer experience. Use methodologies (prototyping, service blueprint, design thinking, interviews) to engage customers, other CX functions, and other areas of RediRedi to propose and co-create in the pursuit of customer experience solutions and improvements. Identify the interdependencies between people, processes, and technology that impact the design of the customer experience. Disseminate, influence, and consolidate the importance of the customer journey in the company's decision-making processes. Qualifications Advanced level of Spanish and intermediate level of English are required Experience in research methodology, conducting interviews, and analyzing qualitative and quantitative data. Customer Satisfaction, Customer Retention, and Customer Service skills Experience with storytelling and communication for presenting projects and results to different levels of stakeholders. Strong analytical skills to understand customer needs and preferences Relationship building skills to establish trust and rapport with customers Excellent communication and interpersonal skills Ability to quickly learn new concepts, tools, and processes. Proven ability to work independently and remotely Experience in the SaaS industry or working with small businesses is a plus Curiosity and analytical ability to investigate experience gaps and recommend/prioritize customer journey improvements. It is important to ask the right questions and put oneself in the customer's shoes. Bachelor's degree in Business, Marketing, or related field is preferred
