Customer Success Specialist - Spanish

The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement.

Requirements

• Manage high volume of customer contacts and communications through phone and email each day
• Use contact search and productivity tools to verify contact information is accurate
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion
• Develop a level of product knowledge to speak intelligently to customers and address specific objections
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails using computer systems
• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment, 'Voice of the Customer'
• Initiate steps through appropriate communication channels to address customer concerns/roadblocks prohibiting satisfaction or product usage
• Work with teams and management to promote a positive customer experience