About the Role
Serve as the primary point of contact for clients in Latin America, ensuring satisfaction and long-term engagement by addressing concerns, guiding product usage, and identifying opportunities for improvement.
Responsibilities
- Act as the main liaison for customers across Latin America
- Respond promptly to inquiries and resolve support tickets efficiently
- Monitor client onboarding and assist with implementation steps
- Track customer health metrics and flag at-risk accounts
- Collaborate with internal teams to escalate technical issues
- Provide feedback to product teams based on customer input
- Conduct regular check-ins with clients to assess needs
- Identify upsell opportunities through ongoing engagement
- Maintain accurate records in the CRM system
- Support renewal processes by evaluating satisfaction levels
- Guide customers through feature adoption and best practices
- Coordinate with training specialists for onboarding sessions
- Follow up on customer feedback and close the loop
- Prepare periodic reports on customer success metrics
- Ensure service delivery aligns with agreed SLAs
- Advocate for customer needs in cross-functional meetings
- Assist in creating localized support resources
- Stay updated on product changes and roadmap updates
- Promote self-service tools to reduce dependency
- Escalate critical issues following defined protocols
- Support crisis communication during service disruptions
- Participate in process improvement initiatives
- Conduct post-incident reviews with clients when needed
- Help refine customer journey maps based on real-world data
- Contribute to knowledge base content development
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote position with flexible hours across Latin America
Team
Part of a global customer success team focused on client retention and satisfaction
What We Offer
- Opportunities for professional development and career growth
- Inclusive remote work environment with team collaboration tools
- Access to training programs and industry certifications
- Recognition programs for outstanding customer impact
- Flexible scheduling to accommodate personal needs
Our Values
- We prioritize customer outcomes over internal metrics
- Transparency guides how we communicate with clients and teams
- We value consistency, reliability, and follow-through
- Diversity of thought and background strengthens our approach
- Continuous learning is expected and supported
Not applicable; role is remote within Latin America
