Associate, Customer Success - Bilingual

About the role

The Associate Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service knowledge to support handling customer questions and concerns.

Key responsibilities

• Manage high volume of customer contacts and communications through phone and email each day.
• Use contact search and productivity tools to verify contact information is accurate.
• Conduct health checks at agreed upon recurring intervals to gauge product satisfaction and value completion.
• Develop product knowledge to speak intelligently to customers and address specific objections.
• Document and track qualitative feedback and quantifiable measurements through surveys, phone calls and emails.
• Capture customers' product expectations, experiences, satisfaction, and likelihood of abandonment (Voice of the Customer).
• Initiate steps through appropriate communication channels to address customer concerns or roadblocks.
• Work with teams and management to promote a positive customer experience.

Required profile

• Prior experience working in a customer service role.
• Prior success in achieving personal and team sales quota/goals.
• Experience in high‑volume calling environments.
• Ability to learn new technology and data quickly.
• Process orientation and ability to follow call scripts.
• Problem‑solving skills.

Required skills

• MS Office
• Salesforce.com or similar CRM