Customer Success Manager | Global | Kenya or India

Customer Success Manager | Global | Kenya OR India

Sistema.bio, creating value from waste.

At Sistema.bio, we firmly believe that the transition to renewable energy, the reduction of global greenhouse gas emissions, and the adoption of regenerative farming are crucial for ensuring a thriving world for both current and future generations.

We manufacture and distribute high-quality, cost-effective biodigesters across Latin America, Asia, and Africa. Our biodigesters empower farmers to convert waste into renewable energy and organic fertilizer, allowing them to reduce their carbon footprint, increase productivity, and operate more efficiently.

By providing access to innovative biodigester technology, Sistema.bio is dedicated to addressing the interconnected challenges of poverty, food security, and climate change.

We are on a mission to reduce 1% of global greenhouse gas emissions 🌱 🌏.

You have the opportunity to become an integral part of this impactful story!

Your mission at Sistema.bio:

The Customer Success Manager will ensure the successful adoption, use, and satisfaction of Sistema.bio's products and services among our customers. She or he will be responsible for our compliance with our SLA agreement and the development and implementation of customer care systems, reporting structures, processes, and trainings. The CSM will support our local teams to maintain strong relationships with our customers and will collaborate cross-functionally with other departments to improve customer experience and maximize customer value.

You’ll be in charge of:

• Manage global customer satisfaction and adoption.
• Monitor and support after-sales servicing capacity.
• Develop, implement, and manage our call center capacity.
• Build and support CC local and global team capacity.
• Support the improvement of our customer journey.
• Consolidate knowledge and training through training packages, FAQs, tutorials, manuals, and troubleshooting guides.
• Track, measure, and report key metrics about customer care performance.
• Collaborate cross-functionally with other departments to maximize customer experience and value.

More about YOU:

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; master's degree is a plus.
• +5 years of professional experience.
• +3 years of experience in customer care where you have managed, developed, or implemented customer care systems.
• Experience in a call center environment will be highly appreciated.
• Strong experience in Project Management across different countries and departments.
• Excellent communication and problem-solving skills.
• Ability to work with a multicultural team.
• Advanced CRM user - Salesforce preferably.
• Fluent in Spanish is a plus!
• Passionate about customer care and customer service.
• Demonstrated ability to collaborate and maintain strong working relationships with a variety of stakeholders.
• Proactive, a high performer, and hands-on approach.
• Ability to work with a multicultural team

What we offer: ✨ Passion and Purpose: Join a dynamic social impact company, certified B Corp, and immerse yourself in an environment where passion, a strong mission, and a collaborative spirit converge.

🌍 Global Team, Local Impac****t: Be part of our incredible international team comprising over 360 colleagues across 3 continents. Experience the power of working together toward a common goal that transcends borders.

🍃Balance matters: We understand that your best work comes from a rested and healthy state. Embrace our commitment to work-life balance with a flexible and accommodating work environment designed to suit your needs.

👐 Embrace diversity: Join a vibrant workplace with colleagues representing more than 20 nationalities. At Sistema.bio, inclusivity, and diversity are not just values; they are the essence of our culture.

🌱 Grow with us: We foster an autonomous work environment that empowers you to contribute, develop, and take ownership of your projects and work. Join our team of doers in a fast-paced environment where there are plenty of opportunities to grow and learn.

🐄 Farmers are at the heart of what we do: Dedicate meaningful time in the field to develop a deep understanding of the needs and challenges faced by the farmers. Get ready to have your boots on the ground, making a tangible impact where it matters most.

Your journey with us is not just a job; it's a chance to make a lasting impact.

Other important details:

• This is a full-time position based in Nairobi, Kenya, OR Pune, India.
• We offer a hybrid work model.
• Starting as soon as possible.

Eager to witness how we passionately solve humanity's most important problems?

• Immerse yourself in our YouTube channel featuring customer testimonials, mini-documentaries, and videos showcasing our impact work.
• Don’t miss CACA, our award-winning documentary illustrating how our efforts contribute to combating climate change.
• Check this page to learn more about our commitment to the Sustainable Development Goals.

Sistema.bio is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity, or expression.