Customer Success Manager

Chatfuel was founded in Silicon Valley in 2015 with a concept to transform the way businesses interact with their customers.

We are an official Meta partner, and our software is directly integrated with Facebook Messenger, Instagram, and WhatsApp.

With the latest generation of ChatGPT integrated, our chatbots automate the sales funnel, customer support and communications, taking them to the next level.

Over 7 million users, from small local brands to large companies like Adidas, Netflix, Nissan, Visa, T-Mobile, LEGO, and many more, rely on Chatfuel to automate their business processes.

We are looking for an experienced customer success manager to join our team.

Why us

• You'll become a part of a robust and results-focused team. We have already achieved a lot but can do even more together.
• Our employees are essential to us, and we maintain comfortable working conditions: we offer options, remote work, and health insurance.
• Our product is rapidly improving, and so is our company and team. You will constantly learn new things and grow with us.
• You will directly contribute to the company and product development.
• We actively exchange knowledge within the company at online meetings.
• Everyone in our team is equal, and everyone is heard. You will be free to contribute and implement product, project, and process ideas.

Responsibilities

Onboarding:

• Developing a strategy for implementing the Chatfuel solution into customers' business processes;
• Recommendations and expertise on AI automation in business messengers;
• Presentation and tutoring on using the Chatfuel platform;
• Connection assistance.

Automation setup:

• Gathering customer business needs and strategizing on automation with Chatfuel;
• Assisting with bot building and AI automation setup;
• Co-testing and refining the solution in collaboration with customers; 
• Consulting to optimize the solution and improve results according to the customer's business needs.

Customer care:

• Regular interaction with customers, monitoring their business results achievement, suggestions for improvements and their implementation;
• Regular business reviews with customers to evaluate results and offer advice for improvements;
• Handling incoming customer requests and assisting with technical issues.

Requirements

Experience:

• Experience in customer success or customer support, preferably in chatbot development and business automation;
• Experience in technical support will be an advantage; 
• Desire to grow in the role of product manager / marketing manager / business consultant;
• Knowledge of chatbot development principles or willingness to learn them quickly;
• Basic understanding of sales funnel and customer CJM: awareness - consideration - purchase;
• Experience in sales will be an advantage.

Technical skills:

• Ability to explain complex technical aspects in simple and clear language.

Communication skills:

• Excellent communication and presentation skills;
• Ability to effectively communicate with customers.

Assertiveness and proactivity:

• Ability to manage customer interactions independently and suggest improvements.

Flexibility and adaptability:

• Willingness to adapt to product updates and support customers in managing their chatbots in line with current trends.

Languages:

• English;
• Spanish (Native).