Customer Success Consultant

Customer Success Consultant

Location: LATAM, remote

Job Summary

As a Customer Success Consultant, you will be the primary point of contact between the company and its clients. Your primary goal is to ensure customer satisfaction, drive product adoption, and identify opportunities for upselling or cross-selling. You will work closely with
cross-functional teams to address customer needs and contribute to the overall success of the customer base. You will play a crucial role in building long-term relationships, driving customer retention, and identifying opportunities for growth.

Responsibilities

1. Relationship Building:

• Build and maintain strong relationships with key stakeholders within customer organizations, including decision-makers and influencers.
• Understand clients' business goals and challenges to align product/service offerings with their needs.

2. Account Management:

• Serve as the main point of contact for assigned accounts.
• Monitor customer accounts, track usage, and identify opportunities for growth.

3. Customer Advocacy:

• Encourage and facilitate customer advocacy, including testimonials, case studies, and referrals.
• Act as a voice of the customer within the company, providing feedback to improve products and services.

4. Issue Resolution:

• Proactively address and resolve customer issues or concerns.
• Collaborate with cross-functional teams to ensure timely and effective problem resolution.

5. Product Expertise:

• Develop a deep understanding of the company's products or services.
• Stay informed about product updates and industry trends to provide valuable insights to customers.

6. Renewal Management:

• Monitor customer accounts for renewal and work towards ensuring a high renewal rate.
• Identify opportunities for upselling or cross-selling additional products or services.

7. Continuous Improvement:

• Continuously assess customer data and analytics to identify trends, measure customer health, and predict potential issues.
• Stay informed about industry best practices and trends.
• Continuously learn and build expertise across group products, services and assigned customers.

Qualifications

• Bachelor’s degree in business, management or a related field.
• Proven experience in customer success, account management or a related role.
• Excellent communication, negotiation, and interpersonal skills.
• Analytical mindset with the ability to interpret data and trends.
• Familiarity with CRM software, key sales metrics and CS tools.
• Ability to collaborate effectively with cross-functional teams.
• Self-motivated and self-disciplined to work successfully in a remote environment.
• Enthusiastic and “can do” attitude.

Benefits:

• Attractive commission scheme.
• A dynamic, international working environment.
• Training and personal development opportunities.
• Working with experts in the field of language technology and localization.
• Participation in international conferences and industry leading events.
• Remote working.