
Customer Success Associate, Spanish
4 weeks ago
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
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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