Customer Success Specialist

• Understand the key business objectives customers are looking to achieve with our product and what success means to them
• Drive forward the success plans guiding customers towards achieving their goals
• Actively monitor the performance of automated & digital customer journey tools
• Conduct proactive outreach campaigns
• Deal with incoming customer inquiries related to administration, product and other matters
• Initiate manual interaction with the customers to address existing outstanding issues
• Assist customers and local teams with billing queries and related activities
• Assist customers and local teams with administration and related CS activities
• Actively cooperate with related stakeholders and teams across the globe
• Provide prompt, reliable, and accurate information to customers while maintaining effective communications by adjusting to the pace and technical level of the customer
• Help customers with information about the products, services and solutions, using relevant call handling protocols outlined in the procedures
• Assist customers or escalate service-related issues to the appropriate department in accordance with the client’s processes and procedures

• Excellent understanding of Customer Success and/or Account/Relationship
• Previous experience in BPO and Customer Success or Account Management role Customer Service and/or account management
• Customer centric mindset
• Excellent communication skills (both written and oral)
• Fluent Portuguese and strong middle level English knowledge
• Excellent organizational skills
• Good attention to detail
• Excellent problem-solving and initiative skills
• Working both collaboratively and individually
• Structured “can-do” approach to open matters and tasks in a demanding environment
• A High school diploma or equivalent, College level preferred
• Previous experience working with SAP, Salesforce and Gainsight or similar CRM platform are an advantage

Previous experience working with SAP, Salesforce and Gainsight or similar CRM platform

• Competitive salary and benefit package
• Full time Home Office opportunity
• Supportive working environment
• Training support
• Long-term career opportunity