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Urgent! Head of Customer Operations-SaaS Job Opening In Bogotá – Now Hiring VelocityGo

Head of Customer Operations SaaS



Job description

En VelocityGo continuamos nuestra expansión por Latam y seguimos mejorando los procesos y control de la logística de eCommerce con nuestro Warehouse/Inventory/Transportation & Omnichannel Management System (si, es un SaaS).

Ahora buscamos a nuestro próximo
Head of Customer Operations
: una persona apasionada por crear experiencias WOW, que disfrute tanto de hablar con clientes como de organizar procesos y trabajar de la mano con el equipo de producto y ser puente con el área de tecnología.

Responsabilidades

  1. Consolidar solicitudes de nuevos desarrollos y priorizarlos basados en las reuniones con los clientes.

  2. Liderar procesos de implementación-onboarding de SaaS

  3. Desarrollar procesos de implementación como manuales, docs y videos explicativos.

  4. Cross-functional team management

  5. Entrenar-parametrizar nuestra IA para soportes de primer nivel e implementación.

  6. Atender tickets de primer nivel y/o crear-mejorar procesos de atención.

  7. Comunicación de nuevas funcionalidades a los clientes usando diferentes medios.

  8. Trabajar sobre la retención de los clientes-upsale-cross sale.

Requisitos

  • OBLIGATORIO
    : Experiencia previa en atención a clientes B2B, soporte o gestión de cuentas en
    SaaS Companies
  • Experiencia en retención de clientes, onboarding y upselling: Deseable
  • Manejo de herramientas como HubSpot, Intercom, Jira, Clickup.

  • Capacidad para analizar datos de uso del cliente y detectar oportunidades de mejora o riesgo de churn.

  • Conocimientos básicos sobre Integraciones-APIs management
  • Que haya liderado personas
  • Haber participado en equipos de ventas: deseable

Por qué te encantará trabajar aquí:

Equipo compacto, ambicioso y lleno de buena vibra.

Mucho espacio para proponer y ejecutar ideas propias.

Cultura hibrida y flexible.

Impacto directo: cada acción tuya mejora la experiencia de cientos de marcas de eCommerce.

Si te emociona construir relaciones de largo plazo y ser parte de un SaaS que crece a doble dígito cada mes, queremos conocerte.

Postúlate y ayúdanos a que cada cliente se quede para siempre (SIEMPREEEE).


Required Skill Profession

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