Bilingual Customer Success Manager, North America (Spanish)

As a Bilingual Customer Success Manager at Brevo, your key responsibilities include managing a portfolio of clients throughout their lifecycle from onboarding to renewal. You'll ensure client satisfaction and growth by providing exceptional support and education on the Brevo platform. Your role involves delivering product demos, identifying growth opportunities, and serving as the voice of the customer to our Product and Marketing teams.

To qualify for the Bilingual Customer Success Manager position at Brevo, candidates should have at least 2 years of relevant experience in customer success, ideally within the CRM or Martech industry. Proficiency in both Spanish and English is essential, along with strong communication skills, a customer-centric approach, and the ability to work collaboratively across departments.

Communication is crucial for a Bilingual Customer Success Manager at Brevo. You'll be bridging the gap between our customers and various internal teams. By delivering effective presentations and training sessions in both Spanish and English, you'll ensure that clients understand how to maximize the Brevo platform, fostering strong relationships and long-term success.

As a Customer Success Manager at Brevo, you will work with a diverse range of enterprise clients who utilize our CRM solutions. Your portfolio may include well-known businesses from various sectors, requiring you to tailor your approach to meet their unique needs and objectives, ensuring they achieve their desired outcomes with Brevo.

At Brevo, a Bilingual Customer Success Manager has numerous opportunities for professional growth. You’ll have access to ongoing training, mentorship, and involvement in cross-functional projects, allowing you to develop your skills further and potentially advance into higher-level roles within the organization as Brevo continues to expand.

When managing a client portfolio, I prioritize understanding each client's unique needs and objectives. I maintain regular communication to gauge their satisfaction and identify opportunities for growth. By using data-driven insights, I ensure that I address any risks proactively and continually adjust our strategy based on client feedback.

Handling difficult clients begins with active listening to understand their concerns. I stay calm and empathize with their frustrations while working collaboratively to find a resolution. Maintaining professionalism and clear communication is key, along with following up to ensure the client feels valued and their issue is genuinely resolved.

Key metrics for measuring customer success include Net Promoter Score (NPS), customer retention rates, product adoption rates, and the overall health of client relationships. These metrics provide insights into customer satisfaction and the effectiveness of our strategies, allowing us to refine our approach continually.

I once worked with a client who was unfamiliar with our product's features. I scheduled a training session, breaking down the product into simple terms. I used real-life examples that related directly to their business goals, which resulted in them feeling empowered to fully utilize the product, ultimately enhancing their satisfaction and retention.

Customer feedback is vital in a customer success role as it informs product development and helps tailor support strategies. By capturing and analyzing feedback, I can identify areas for improvement and ensure that we align our offerings with customer needs, which enhances overall satisfaction and loyalty.

My approach to onboarding involves thorough preparation and personalized engagement. I start by understanding the client's goals and then guide them through a customized onboarding plan that includes ample training and check-ins to ensure they're comfortable and can utilize the platform effectively right from the start.

In this role, I'd contribute to team collaboration by fostering open communication and knowledge sharing. I would participate actively in team meetings, exchanging insights and strategies, and leveraging tools to streamline processes. My multilingual skills would help bridge communication gaps between diverse teams as well.

The most challenging aspect can be managing varying expectations across different clients and aligning those with our offerings. To tackle this, I prioritize transparency, setting realistic timelines and objectives, while also remaining adaptable to course correct as client needs evolve.

I stay informed about industry trends by engaging with thought leaders through webinars, reading industry publications, and following relevant discussions on platforms like LinkedIn. This helps me bring new insights to my role and apply best practices that can benefit my clients.

I want to work at Brevo because of its commitment to innovation and customer-centric approach. The opportunity to contribute to a fast-growing company that values collaboration aligns perfectly with my professional values. I’m excited about the impact I can make by helping clients thrive with the Brevo platform.