Customer Success Advocate
2 weeks ago
CashCloud is a leading provider of innovative financial solutions, and we're seeking a highly skilled Customer Success Specialist to join our team.
Key Responsibilities:
- Customer Communication: Develop and maintain strong relationships with customers, ensuring their needs are met and exceeded.
- CRM Management: Utilize CRM software to track customer interactions, maintain records, and identify growth opportunities.
- Problem-Solving: Analyze customer issues, provide timely solutions, and think critically to resolve complex challenges.
- Empathy and Customer-Centric Approach: Demonstrate a genuine desire to help customers succeed, actively listen to their needs, and anticipate their requirements.
- Product Knowledge: Stay up-to-date with product updates and features, guiding customers through troubleshooting processes.
- Time Management and Multitasking: Effectively manage multiple customer accounts, prioritize tasks, and handle customer inquiries, follow-ups, and feedback simultaneously.
- Collaboration and Teamwork: Work cross-functionally with sales, support, and product teams to ensure customer satisfaction and address concerns promptly.
- Data-Driven Decision Making: Analyze customer data to drive improvements in customer satisfaction, recommend actionable steps for customer growth and retention, and identify opportunities for upselling and cross-selling.
- Adaptability and Resilience: Adapt to changing customer demands, evolving company products, and maintain a positive attitude under pressure.
- Sales Awareness and Upselling: Identify customer growth opportunities, recommend additional products/services that meet their needs, and demonstrate knowledge of upselling and cross-selling techniques.
Requirements:
- Formal training in Marketing, Communications, or a related field (or equivalent experience).
- Fluent in both written and verbal Spanish and English.
- 2+ years of customer-facing experience in Customer Success, Account Management, or Sales.
- Strong problem-solving abilities and experience in resolving customer issues.
- Demonstrated ability to build strong customer relationships.
- Willingness to work a hybrid schedule: 75% in office, 25% remote.
- Ability to manage multiple tasks and prioritize in a fast-paced environment.
- Strong interpersonal and communication skills with a customer-first mindset.
- Comfortable with remote collaboration tools.
- Adaptable and able to handle changing customer needs and evolving products.
- Proven track record of upselling or identifying growth opportunities for customers.
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