Client Success Specialist

2 weeks ago


San Francisco, California, United States Workstream Full time

Position: Customer Success Associate (Remote)

We are seeking a dedicated and enthusiastic individual based in LATAM to become a vital part of our customer success team. This role is tailored for a contractor who will work closely with various departments, ensuring alignment across sales, customer success, product, and engineering to foster client satisfaction.

Key Responsibilities:

  1. New Client Onboarding (70%):
    • Lead the onboarding process for small to medium-sized clients, conducting kickoff calls to assess their needs and provide comprehensive training on our software.
    • Manage up to 5 or 6 onboarding sessions daily, each lasting 45 minutes to an hour.
    • Serve as the primary contact for new clients during their onboarding journey, collaborating with sales and customer success teams to ensure a seamless experience.
    • Maintain detailed records of client interactions and next steps in our CRM system.
    • Create training materials and resources to empower clients in utilizing our platform effectively.
  2. Customer Support (30%):
    • Act as the first point of contact for client inquiries, responding promptly to questions via various communication channels.
    • Develop reusable content for common queries to enhance efficiency in responses.
    • Identify and escalate issues to relevant teams when necessary, applying sound judgment to differentiate between user errors and product-related concerns.
    • Proactively engage with clients based on established triggers to ensure ongoing satisfaction.

Qualifications:

  • Strong communication skills, both verbal and written, with the ability to convey complex concepts clearly.
  • Empathetic approach to understanding client needs and inquiries.
  • Detail-oriented with a commitment to maintaining accurate records.
  • Fluency in English and familiarity with American culture to build rapport with clients.
  • Willingness to work flexible hours, including evenings, to accommodate clients in different time zones.
  • Prior experience in a startup environment is advantageous.

This role offers opportunities for career advancement within a dynamic and innovative startup environment. We are looking for a candidate who is eager to grow alongside our team and contribute to our mission of simplifying the hiring process.



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