Head of Customer Experience in Alegra


  Remote (Colombia) | Expert | Full time | Customer Support

Gross salary $4000 - 5500 USD/month

28 applications
Replies between 1 and 5 days
Last checked today
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Requires applying in English

En Alegra construimos algo más que software, creamos superpoderes a las pymes y ¡queremos que formes parte de ello! 💼✨

¿Te apasiona la creación de soluciones robustas y escalables?

En Alegra impulsamos la creación de aplicaciones basadas en arquitecturas modernas y nuevas tendencias. Como Backend Developer contribuirás en el desarrollo de la arquitectura interna de nuestras aplicaciones (formularios, mapas, bases de datos, etc.) analizando problemas complejos y encontrando soluciones innovadoras.

Esperamos que te anticipes a posibles problemas que puedan surgir en la integración de elementos, diseñando todas las soluciones necesarias para que el usuario final no tenga ningún inconveniente al utilizarlas y una comunicación constante con tu equipo y áreas implicadas en el proyecto.

Buscamos personas curiosas, sin miedo a explorar nuevas tecnologías, buenas prácticas y tendencias con capacidad para introducirlas en una plataforma que ya usan miles de usuarios en Latam y España.

Funciones del cargo

What will be your challenges?

1. Show true value for customers

  • Lead the team of Customer Success Managers to deeply understand our customers' objectives, needs, industries, and become trusted right-hand advisors.
  • Collect user feedback to lead new initiatives alongside other Alegra teams that drive customer success.

2. Drive and ensure the increase of revenue

  • Lead the team with personalized support (Enterprise and Accountants) in providing support with a focus on retention.
  • Create processes for a smooth transition for the user when moving from Sales to Customer Success.
  • Lead the payments support team to retain users and increase revenue through attention.

3. Optimization and Automation Process

  • Study and promote the implementation of processes that help improve the user experience daily.
  • Project and propose new structures, processes, and automations in the team to save time in manual processes.
  • Propose integrations with new or existing platforms for our support systems to make work simpler and more efficient.
  • Constantly review the strategy to create action plans to optimize all processes.

Requerimientos del cargo

What do we expect from you?

Desirable Requirements:

  • Degree in Industrial Engineering, Systems Engineering, Dana Manager, Business Administration
  • English proficiency (C1/C2)
  • More than 10 years of experience leading Customer Success or Accounts Managers teams
  • Experience in Support areas, preferably in B2C support
  • Knowledge of the SaaS industry and its key indicators.
  • Experience in sales through renewal and upselling
  • Experience in working with other teams such as Product, Sales, Marketing
  • Experience in database management and dashboard construction for decision-making.
  • Knowledge of CRM and user support platforms
  • Data analysis skills, dashboard creation, and KPIs.
  • Customer orientation skills and experience.
  • Curiosity: demonstrating interest in knowing beyond what is obvious and the ability to inquire.
  • Analytical Thinking: ability to approach a challenge by breaking it down into parts and ability to explain something complex in a simple way.
  • Recognition of Success: being able to recognize success in their own life and others'.
  • Demonstrate being proactive and purposeful.
  • Order and efficient time management.


Benefits with Alegra ✅

  • Work from wherever you want, 100% remote, doing what you love. ❤️
  • A stable and long-term employment relationship ❤️, not freelance!
  • A competitive salary.
  • Sharing with talent that transcends borders 🗺️.
  • Spaces to socialize and share interests.
  • An environment to experiment, learn from mistakes, and work with autonomy but with a lot of commitment and responsibility.💡
  • Turn reading into your best ally for learning 📖 with access to educational platforms, certified courses, training, and a virtual library.
  • Health coverage 🩺 and two days of care per year, in addition to your vacation.
  • Financial support to take your workspace to the next level. 💪💻
  • Celebrate your birthday with a special dinner 🥳.
  • Being in a place that focuses on growing while you do, offering wellness programs and quality of life talks. 🚀

Wellness program Alegra offers or subsidies mental and/or physical health activities.
Flexible hours Flexible schedule and freedom for attending family needs or personal errands.
Internal talks Alegra offers space for internal talks or presentations during working hours.
Digital library Access to digital books or subscriptions.
Education stipend Alegra covers some educational expenses related to the position.
Personal coaching Alegra offers counseling or personal coaching to employees.
Vacation on birthday Your birthday counts as an extra day of vacation.

Remote work policy

Locally remote only

Position is 100% remote, but candidates must reside in Colombia.

About Alegra

Alegra es un Software Contable en en la Nube fácil y sencillo para llevar la administración y contabilidad de pequeñas y medianas empresas. Tenemos miles de usuarios alrededor del mundo y un equipo de más de 340 personas en más de 22 países diferentes. — Alegra's full profile

Head of Customer Experience
Alegra •   Remote (Colombia)
Requires applying in English