Senior Customer Success Manager - LATAM (m/f/d)

at  Appinio

ALLOW US TO INTRODUCE OURSELVES

Hello there! We’re Appinio, the fastest (and coolest) market research platform. On a mission to make the world a little more fact-based, we help companies understand how consumers think and make better data-driven decisions.
We started out in Hamburg back in 2014 but we’re now humbled to call the world our playground, with over 260 employees spread across 15 countries (we’re remote-first), 2600+ international clients, delivering research from +190 markets, globally.
Want to be a part of the Appinio movement?

LEARN MORE ABOUT US:

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WHAT YOU’LL BE DOING

• Strategic Leadership: Act as the senior point of contact for Key Account, developing and executing tailored strategies that align with their business goals and Appinio’s platform capabilities
• Executive Stakeholder Manageent: Cultivate and maintain high-level relationships within Coca-Cola and other key clients, positioning yourself as a trusted advisor to C-level executives and senior stakeholders
• Account Expansion: Identify strategic opportunities for expansion within Key Account, utilizing your deep understanding of their business needs to introduce new services and drive incremental revenue growth
• Retention & Growth Focus: Own the retention, satisfaction, and growth metrics for your main Key Account and other accounts, ensuring long-term client engagement and renewal
• Cross-Functional Influence: Collaborate with internal teams (Sales, Product, Operations, and Global Customer Success) to develop and implement strategic initiatives, acting as the voice of the customer to influence product roadmap and service delivery
• Customer Health Monitoring: Proactively analyze client data, usage patterns, and satisfaction levels, taking early action to resolve potential issues and ensure consistent client success

YOU WILL THRIVE IN THIS ROLE IF

• You have approximately 10 years experience in Market Research managing and growing high-profile accounts in the LATAM region, specifically within the FMCG industry, with a history of success in senior-level roles
• You have demonstrated ability to engage with and influence senior executives, particularly in high-stakes, complex environments
• You have deep knowledge of the FMCG sector and market research industry, ensuring you can drive strategic conversations that deliver measurable value
• You have a strong financial management and strategic thinking skills, with a proven track record of increasing account revenue through upselling and cross-selling
• You have expertise in leveraging data to identify opportunities, mitigate risks, and drive decisions that enhance the customer experience
• You are highly effective at working with internal teams to align customer feedback with product development and service improvements
• You have experience in mentoring and guiding junior team members, fostering a culture of growth and success
• You have a strong focus on meeting and exceeding key performance indicators (KPIs) such as retention, satisfaction, and growth
• You have exceptional written and verbal communication skills in English and Spanish
• You are ideally located in Colombia/Mexico. If in another LATAM country, with the ability to travel as required