DiDi Global

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Customer Success Specialist

Job Locations BR-SP-Sao Paulo
ID 2023-10107
Employee Class
Regular

Company Overview

If you see technology as there to smooth your path in life, our team does too: Your Path, Our Journey.
 
We believe in people who transform their paths through technology. Technology that connects people who are good at what they do and which practices diversity to create and share those paths that we (as yet!) do not even know about. Our journey is in the smile of every talented person who brings revolution to the world from Brazil - whether with in-app transportation (99) or digital payments (99Pay).
 
To make life easier for millions of people every day, we are in the driving seat as part of DiDi Chuxing, the world's largest transport, and convenient platform. And so, we can say, with great pride, that we are pioneers in creating solutions, starting in Brazil, that grow in scale and have positive impacts in a range of other countries.
 
Whether creating projects from scratch or continually improving our solutions, we like challenges that give us butterflies, and that's why we work with intensity, at a fast pace, with respect, collaboration, and partnership. On this journey, we also create learning and strengthen ourselves in diversity as a fundamental aspect that makes us stand out for our growth day after day.

Team Overview

Are you a proactive, empathetic, and data-savvy individual with a passion for driving excellence? We're seeking dynamic and creative Key Account Manager with a flair for data analysis, proficiency in HubSpot, Excel and Power Point wizardry, and exceptional communication skills. As a Key Account Manager at 99 B2B, you'll be part of our vibrant and collaborative B2B team, working closely with other energetic and innovative Key Account Managers, alongside our dedicated Partner Success Manager. Your scope? Managing a substantial and prestigious customer portfolio, including industry giants, to deliver remarkable success through our cutting-edge products and services.

Role Responsibilities

  • Strategic Client Portfolio Management: Proactively manage and nurture a portfolio of high-value B2B clients, including industry leaders, ensuring their needs and expectations are met and exceeded.
  • Client Engagement Meetings: Conduct regular meetings and check-ins with clients to foster strong relationships, understand their evolving needs, and align our services to drive their success.
  • Quarterly Business Reviews (QBRs): Lead QBR sessions with clients to review performance metrics, identify opportunities for improvement, and collaborate on strategic growth initiatives.
  • Data Management: Efficiently manage client data and records, ensuring accuracy and compliance with data privacy regulations.
  • Customer Research: Conduct in-depth customer research and gather valuable insights to inform product and service enhancements, contributing to overall client satisfaction and loyalty.
  • Success Stories: Identify and showcase success stories and case studies from client engagements, highlighting the value 99 B2B brings to their businesses.
  • Tier 2 Customer Support: Provide Tier 2 support to address client inquiries and concerns, serving as a point of escalation for complex issues, and ensuring prompt and effective resolutions.
  • Cross-Functional Collaboration: Collaborate closely with internal teams, including Sales, Product Development, and Marketing, to align strategies, share client feedback, and drive the growth and success of 99 B2B.
  • Impact on Growth: Your day-to-day efforts will play a pivotal role in nurturing client relationships, driving client retention, and contributing to the overall growth and success of both your team and the broader 99 B2B platform.
  • Continuous Improvement: Actively seek opportunities for process improvement and operational efficiency, enhancing the quality of service provided to clients.
  • Market Intelligence: Stay informed about industry trends and competitor activity, sharing insights with the team to maintain a competitive edge in the B2B market.

Role Qualifications

  • 3-5 years of experience in key account management or a related customer-facing role, with a proven track record of exceeding targets and managing large client portfolios.
  • Exceptional interpersonal and communication skills, both written and verbal, to build strong client relationships and effectively convey complex information.
  • Strong problem-solving, problem-preventing and negotiation abilities, with a customer-centric approach.
  • Proactive, empathetic, and able to work collaboratively in a team-oriented environment.
  • Strong organizational and time management skills, with the ability to multitask and prioritize effectively.
  • Proficiency in data analysis and reporting using tools such as Excel and data visualization software.
  • Excellent skills at using presentation software for delivering impactful client presentations.
  • Experience with Customer Relationship Management (CRM) systems, particularly HubSpot, is desirable.
  • Familiarity with B2B sales and marketing strategies, as well as industry-specific trends and best practices.

EEO Statement

  • We create customer value – We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
  • We are data-driven – We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
  • We believe in Win-win Collaboration – Success is a team sport. When we work to help our partners and colleagues win, we win, too. While keeping everyone's best interest at heart, we communicate with candor and execute with excellence in all we do.
  • We believe in integrity – Integrity is at the very core of our business. We are people who always want to do the right thing. Our intentions are sincere, we speak our minds and listen to each other.
  • We always strive to do better. That means venturing beyond our comfort zones, learning from our mistakes, and helping each other grow.
  • We believe in Diversity and Inclusion – Diversity is one of our biggest strengths. Our differences are what makes us distinct. We respect each other and believe in equal opportunities for all.
Diversity & Inclusion
 
Diversity is not a vision of the future or something we wish to have one day, it is a non-negotiable value of who we are.
 
We practice inclusion, plurality, and respect. And we count on the governance of the Diversity Committee, which works together with HR, leadership and identity groups - 99Adapta, 99Afro, 99Cores, 99Mulheres, and 99Mamães. This part of our journey has been written, there remains a long road before us.
 
We reinforce that this position is open to everyone, including pregnant people and people with disabilities (PwD).
 
I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates which is available on https://careers.didiglobal.com/terms

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