Customer Success Manager: English and Spanish | Remote | Brazil

Role Summary

Vacancy for Trilingual Customer Success at Pulsus

We are passionate about technology and delivering results for our clients!

We value people who are used to solving complex problems and transforming challenges into scalable solutions.

Our platform is robust and involves many technical concepts, connecting EMM (Enterprise Mobility Management) resources, telemetry, efficiency and security across the most varied types of devices, to deliver value in a high-impact B2B environment.

We are looking for a trilingual Customer Success Analyst to work on managing an international portfolio, combining two important fronts: direct relationships with customers and the development of partners and channels.

You will have a strategic role in retaining and expanding the portfolio, working closely with customers, identifying business opportunities and, at the same time, developing and training partners so that they also generate value, expansion and retention for their customers.

Health Plan, options

• SulAmérica - Classic Apartment or Special 100 R1
• Unimed Unimax - Private or Semi-private
• Dental plan: SulAmérica or Bradesco Odonto
• Life insurance
• Profit Sharing (PPR) according to the achievement of the company's goals
• Birthday day off

Our partnerships and agreements

Wellhub (Gympass): Platform for gyms and apps related to physical, emotional health and well-being

Starbem: Platform with health care and well-being partners. Services from psychology, nutritionists and doctors via online consultation

Various discounts and advantages through iFood Benefits partners, such as: accumulation of points in the Vale Bônus app, discounts at pharmacies, cinemas, online courses, travel and much more!

Responsibilities

• Work autonomously, without fear of making mistakes.
• Have a thirst for knowledge and share it with the team.
• Be open to changes.
• Have a feeling of ownership and engage with Pulsus's growth.
• Be collaborative and respect each other’s space.
• Help us fascinate the customer.
• Hybrid Portfolio Management (Direct Customers + International Partners):Manage and monetize a global/LATAM portfolio made up of direct strategic customers and ecosystem of partners/reseller channels;
• Act as a dedicated Account Manager for direct customers, identifying Expansion opportunities (Upsell/Cross-sell), negotiating and closing new revenues;
• Develop and engage the ecosystem of partners (resellers/distributors), establishing commercial monitoring routines to encourage and enable them to expand the customer base managed by them;
• Management of MRR Metrics & Global Retention: Be responsible for achieving the goals of Net MRR Expansion, MRR Expansion and control of MRR Churn in the international portfolio (direct and indirect);
• Monitor the health of end customers and the performance of partners through usage, adoption and volume of active license KPIs;
• Multicultural Commercial and Contract Negotiations: Lead contract renegotiations, price reviews and long-term renewals in English and Spanish, adapting the approach to the particularities of each country/region;
• Conduct more complex negotiations and deal with objections in executive meetings (C-Level, IT/Operations directors and partner owners/managers);
• Strategic Alignment (EBRs / Partner Reviews): Conduct executive alignment meetings with direct customers to demonstrate the ROI generated by the Pulsus solution and build expansion plans;
• Hold periodic goal alignment and commercial support meetings with key partners (Joint Business Planning), ensuring that they are aligned with Pulsus' strategy;
• Bridge with Internal Teams & Process Improvement: Act as the main communication channel between the international portfolio and the Support, Product, Sales and Engineering teams in Brazil, ensuring agility and alignment of expectations;
• Contribute to the construction and evolution of international service and partner management playbooks (Partner Enablement).

For this position we need you to have the following experience/knowledge:

• Language Fluency (English and Spanish): Advanced/fluent command of English and Spanish (fluent writing, reading and speaking for business negotiations and executive meetings);
• Hybrid Experience in CS / Account Management and Channel Management: Solid experience in managing enterprise/international B2B accounts with a focus on revenue expansion (upsell/cross-sell), combined with experience in service and development of partners/resellers (Channels/Partners);
• Robust Commercial Negotiation Skills: Proven ability to negotiate contracts, overcome objections and conduct high-level conversations (C-Level and global decision makers) using B2B sales methodologies (e.g. SPIN, Challenger Sales);
• SaaS Metrics-Oriented Management: Mastery of strategic KPIs such as Net MRR Expansion, MRR Churn, Logo Churn, NRR and LTV applied to global portfolios;
• Business Vision and ROI Presentation: Ability to transform technical and operational MDM metrics into financial/strategic value arguments for customers and partners;
• Cultural Sensitivity and Interpersonal Communication: Ease of adapting and communicating with different business cultures in Latin America and other international markets.

For this vacancy, the following will be an advantage

• CS, CRM and Partnership Tools: Experience with Customer Success platforms (Gainsight, SenseData, CustomerX), Sales CRMs (Salesforce, HubSpot, Pipedrive) and/or PRMs (Partner Relationship Management);
• Mobility/IT Market: Previous knowledge in the B2B SaaS market, MDM (Mobile Device Management), Android Enterprise or telecom/IT solutions;
• Previous experience in structuring channel/partner programs: Have participated in the creation of enablement materials, commissioning rules or partner acceleration programs.

Benefits

• Meal/Food Voucher in partnership with iFood Benefits
• iFood Club without monthly fee