Offer summary

Qualifications:

Fluent in Spanish and Portuguese., Experience in customer success or account management in a SaaS environment., Strong communication and interpersonal skills., Ability to analyze customer needs and drive engagement..

Key responsabilities:

Manage a portfolio of customers in the Retail and E-Commerce industry.

Align customer goals with onboarding and success plans.

Conduct onboarding and training sessions to maximize product usage.

Monitor customer health metrics and collaborate with internal teams to enhance customer experience.

Help online shoppers discover what they love. Sell more. ~50% of shoppers know what they want; they search, select, and checkout. The others? They like to browse, discover, and be inspired. The online store is fine for the first group; however, connecting your brand with the second group requires something more... and that's what Publitas provides. We provide you and your shoppers with an immersive, shoppable experience designed to inspire shoppers while complementing your online store, offline store, and eCommerce objectives. Our customers have reported from 40% to as much as 308% higher conversion rates from their 'just browsing' audience when they viewed a Publitas publication." Over 1800 customers—including leading retailers such as METRO Cash & Carry, Crate & Barrel, and Williams-Sonoma—publish their catalogs online with Publitas to increase their reach and conversion. As employers, we care about people and impact. This means that results matter more than hours spent. We want everyone to work on their own terms and enjoy life as a digital nomad. Travel the globe or simply work from your trusty sofa. You can connect remotely and be fully location independent. If you get more out of your day, so do we! We value every individual and focus on helping you find and improve your strengths and passions. During our hiring process, we make sure you get real working experience in the position you're applying for. You'll go through a sample of challenges and meet your future team members. We like to see ourselves as a diverse and international sports team, where each individual excels in their preferred playing position. To hire the best people with the right skills and cultural fit, we hire across the globe.

Job description

Are you ready to have an impact?

Publitas empowers businesses to deliver paperless discovery-commerce experiences that engage, inspire, and have the potential to reach more customers than was ever possible. We combine a healthy dose of persistence with the will to embrace crazy ideas and push new boundaries. Guided by a desire to do things better, we want to improve the world around us.

Hear from the hiring manager: “This role is all about helping our customers succeed by being proactive, consultative, and genuinely invested in their growth.”

Ready to have an impact with us? Start the application process by filling out the screening questionnaire to see if Publitas is a good fit for you.

Take ownership by:

Managing a shared portfolio of customers across the Americas in the Retail and E-Commerce industry.
Understanding customer goals and aligning them with strategic onboarding and success plans.
Learning every detail about customer needs and motivations. It’s your job to ensure they both love our product and achieve their individual ROI goals.
Driving each customer to retain and renew their contract with us, up and cross-sell when the opportunity arises.
Managing in-depth (online) onboarding and training sessions, supporting customers with their launch of Publitas and ensuring they get the most out of our software.
Proactively supporting users via email and video calls - resolving inquiries, managing customer admin, and guiding them toward solutions and value without delay.
Monitoring customer health metrics and taking proactive steps to mitigate churn.
Collaborating with Sales, Support, and Product teams to provide seamless customer journeys.
Contributing to the team’s learning culture by sharing insights, feedback, and best practices.