Customer Success Specialist II

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

📋 Description

• Work under the supervision of the Senior Manager of Customer Operations

• Offer customer support to resolve disputes and enhance satisfaction

• Ensure customer satisfaction by managing dispute resolution and reporting

• Assist customers and collaborate with internal teams

• Conduct account audits to detect risks, opportunities, and trends in account data

• Provide insights and recommendations to internal stakeholders

• Create and present advanced customer reports that deliver actionable intelligence

• Manage change orders and amendments across contracts, billing, internal systems, and fleet data

• Act as a liaison among cross-functional teams to promote operational excellence

• Address complex billing disputes and inquiries through root cause analysis and sustainable resolutions

• Guide internal stakeholders regarding customer communication and escalation processes

• Develop and implement strategic customer success plans for accounts at risk

• Collaborate with sales and support leadership on essential recovery initiatives

• Oversee the execution of end-of-life programs, including stakeholder coordination, contract modifications, communication, and asset decommissioning

• Perform proactive customer health monitoring to identify service gaps and mitigate churn risk

• Suggest and implement continuous improvement initiatives alongside product and support teams

• Serve as a subject-matter expert, providing strategic planning and coordination on special projects and cross-functional initiatives

⛳️ Requirements

• A Bachelor's degree in Business Administration, Project Management, or a related field

• Strong analytical and problem-solving capabilities

• A data-driven mindset to enhance effectiveness

• Project management skills, including the ability to prioritize tasks and handle multiple projects at once

• Proficiency in data analysis tools and project management software

• Excellent communication and presentation abilities

• Capability to articulate complex concepts clearly

• Proven experience in managing customer relationships and implementing retention or satisfaction initiatives

• Strong skills in conflict resolution and escalation management

• A focus on client retention and satisfaction

• Preferred experience with technology platforms, CRM and ERP systems, or SaaS environments

• Prior experience with Salesforce and SalesPad is preferred

• Identity and credential verification is required as part of the hiring process

• Applicants must provide truthful information; any falsification will lead to disqualification

🏝️ Benefits

• Opportunities for career advancement

• Comprehensive benefits program focused on employees and their families

• Customized benefits programs that address individual needs

• A culture that fosters innovation and inclusivity

• An equal opportunity workplace

• Resources for candidates and guidance from recruiters