Customer Success Representative

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Develop and nurture customer relationships while encouraging product adoption.

• Address customer concerns and highlight the benefits of Smarsh solutions.

• Oversee contract renewals.

• Internally escalate client requirements.

• Monitor follow-up actions for incoming client inquiries.

• Clarify and resolve invoice-related queries and modifications.

• Handle downgrades, cancellations, and export requests.

• Respond swiftly to incoming customer calls.

• Troubleshoot service issues by clarifying complaints, identifying causes, and proposing solutions.

• Review customer contracts, invoices, and billing discrepancies to determine necessary actions.

• Log activities and accurately track customer discussion outcomes in Salesforce.

• Process adjustments related to customer accounts and billing.

• Achieve or surpass time-to-resolution goals.

• Collaborate with internal teams to address escalated issues and fulfill client requirements.

⛳️ Requirements

• A minimum of 1 year of experience in customer success or inside sales, ideally within the financial sector or another highly regulated industry.

• Self-driven with a demonstrated capacity to excel under pressure while meeting objectives and deadlines.

• Exceptional written and verbal communication skills in English.

• Strong abilities in listening, influencing, and training.

• Ambitious, persistent, and results-oriented.

• Capacity to work autonomously as well as collaboratively in a team setting.

• Outstanding organizational, documentation, and time management skills.

• Familiarity with Salesforce or a similar CRM platform is advantageous.

🏝️ Benefits

• Full-time position.

• Remote work opportunity from Costa Rica.

• Opportunities for professional growth.

• A diverse and inclusive workplace culture.

• A collaborative work environment.

• Access to cutting-edge AI/ML technologies.

• Smarsh's leadership and commitment to employee development recognized with Comparably.com Best Places to Work Awards.