Customer Success Associate, Spanish

4 weeks ago


Lahore, Punjab, Pakistan Motive Full time
About the Role:

CS SMB Retention (Spanish) is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues, and educating customers on the value of our products.

A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone who is highly organized, has excellent communication skills in both English and Spanish.

What You'll Do:
  • Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal

  • Handle large volume of phone conversations and email inquiries in English and Spanish

  • Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities

  • Build quick rapport with customers and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions

  • Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations

  • Creating quotes and order forms including sending via Docusign and following up with the customer to get their signatures

  • Correcting and answering questions related to sent order form

What We're Looking For:
  • Proficiency in Spanish language(both written and verbal)

  • Excellent English communication (both written and verbal) and presentation skills

  • 3+ years prior experience in a customer facing role (sales and/or support)

  • Experience working on multiple queues bilingually

  • Strong ability to build and maintain customer relationships

  • Effective listening and problem-solving skills

  • Proven ability to manage multiple responsibilities with a high attention to detail and professionalism


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