Customer Success Manager Spanish and Portuguese Speaker
Mar 14, 2025
Krank is an investment backed BB SaaS platform innovating in the global heavy equipment market Krank is working with leading global brands to transform the way they buy and sell heavy equipment online meaning customers can sell faster improve revenues and scale their businesses
Cambridge UK headquartered Krank enables customers to manage their distribution process directly via its unique marketplace and networking technology whilst allowing its clients to keep control of their data and processes Krank leverages network effects so customers can reach more highintent buyers improve conversion speeds reduce conversion costs and improve sales revenues
We have had some great success across the globe especially in South America and see this as a key market moving forward and so would require this role to be fluent in English Portuguese and Spanish
We are seeking an experienced and passionate Customer Success Manager to join our team The successful candidate will be responsible for ensuring our clients satisfaction with our products and services by providing timely and effective solutions to their inquiries and issues The Customer Success Manager will work closely with the sales marketing and product teams to ensure that our clients needs are met and their expectations exceeded
This is a varied position that will require frequent multitasking between customer success technical business strategic marketing and planning activities You will be expected to drive results that tie back to strategic business goals for your accounts as well as collaborating with other departments to continuously improve the client experience from initial onboarding to ongoing guidance support upselling and assisting with renewals
Full time role primarily based in our Cambridge office with potential flexibility once established or where shift work is required outside of normal business hours for example working with clients in South America time zones Occasional travel may be required
Support senior team members with projects and strategic planning to ensure business goals are achieved
Develop and maintain strong relationships with our clients to understand their business needs and goals
Provide prompt and effective solutions to client inquiries and issues through various channels such as email phone and chat
Serve as the primary point of contact for clients and manage their expectations throughout the customer journey
Work with the sales team to onboard new clients and ensure a smooth transition to our platform
Collaborate with the product team to identify areas for improvement and new feature requests based on client feedback
Monitor and analyse client usage data to identify opportunities for upselling and crossselling
Established product expert and trainer
Conduct periodic business reviews with clients to ensure their ongoing satisfaction and identify areas for improvement
Maintain accurate and uptodate records of client interactions in our CRM system and utilise the available data where required
Identify manage and resolve client issues involving the relevant teams where required and using ticketing for visibility
Fluent in English Portuguese Spanish
Flexibility to work on South American time should client require
Bachelors degree in business marketing or related field
years of experience in customer success or account management in a SaaS company
Excellent communication and interpersonal skills
Strong problemsolving and analytical skills
Ability to work in a fastpaced environment and manage multiple priorities
Experience with CRM software such as Salesforce or HubSpot
Familiarity with project management tools is a plus
Knowledge of the software development life cycle and agile methodologies is a plus
If you are a highly motivated individual who is passionate about delivering exceptional customer service and support we encourage you to apply for this exciting opportunity We offer a competitive salary and benefits package as well as opportunities for growth and career development within our organization
Competitive salary
Bonus scheme
Employee Assistance Programme
days annual leave bank holidays
Life insurance
Critical illness cover
Pension scheme
Cycle to work scheme
