Customer Success Professional

**POSITION DETAILS**:
LOCATION**:Bogotá/Remote** (from Bogotá)

DEPARTMENT: **CSM**

REPORTS TO: **Senior Vice President, CSM / Manager**

Broadvoice is looking for an experienced **Customer Success Professional **to join our growing team. In this role, you will be tasked with building customer success through retention initiatives and fostering long term customer relationships. If you are passionate about customer service and focused on championing a service-driven culture with a goal of increasing customer satisfaction, we want to talk to you

**YOUR DAY-TO-DAY**:

- Identify customer operational needs
- Identify the campaigns/services to be implemented (on Existing Customers) considering the best practices known at GoContact and the best way to guarantee the use case intended by the customer, when accompanying autonomous customers.  
- Identify UpSelling and CrossSelling opportunities.
- Ensuring the “Customer Autonomy” process, encouraging the client to carry out the necessary training activities provided by the training teams and ensuring a transition process of good practices and advice aimed at achieving this autonomy. CSM also has the function of validating and auditing the process of obtaining autonomy.
- Ensure proper customer coordination, identifying internal and customer-side stakeholders to ensure the best governance model.
- Carrying out product Road Show actions / Good Practices for the implementation and use of GoContact
- Identify any type of need and, if necessary, involve the stakeholders to achieve the customers' intentions, promoting their constant satisfaction.
- Monitor the business objectives defined for each client, audit the results and act to achieve the intended objectives.

**WHAT YOU BRING TO THE TEAM**:

- Strong know-how of the GoContact Platform, its best implementation practices as well as the most relevant use cases.
- Project and customer management methodologies know-how.
- Operational and business know-how in Contact Centers (technology, good operational practices, reporting, etc.).
- Telecommunications  / software development / technology infrastructure know-how
- **Communication skills**:being able to discuss and have an eloquent speech to assure the best communication with the client (in the most diverse hierarchies and profiles) to persuade the interlocutors to understand and accept the suggested actions / products / good practices.
- Strong commercial and results achievement spirit.
- Teamwork skills.
- Goal-oriented.

**WHY BROADVOICE**:
Broadvoice is a next generation telecommunications company, servicing customers across North America and is driven by its mission of enabling individuals and organizations new and enduring ways to connect with what’s important to them. Broadvoice has been recognized by Deloitte Technology Fast 500 and Inc 5000 Fastest Growing Private Companies.

GoContact and Broadvoice - a combined company. Acquired by Broadvoice in 2021, becoming part of an American group, with unique position in the market, present on four continents: North America, South America, Europe and Africa.

GoContact is a native Contact Center as a Service (CCaaS) platform developed 100% in the cloud, with Integrated omnichannel and artificial intelligence solutions. The technology is characterized by guaranteeing the security and robustness of operations and reducing technological complexity in Contact Center management, Eliminating the barrier between people and technology.

With a passionate team, on a mission to inspire meaningful human connections. Our goal is to personalize the way we communicate so that no matter where work happens, our technology makes it brilliant for teams to connect with what matters most.

Broadvoice is an Equal Opportunity Employer. Reasonable accommodations may be made to enable individuals with disabilities to perform their job functions. If this position requires travel, you may be required to pass a drug screen. **Broadvoice does not sponsor work visas right now.**

**Experience**:

- Contact Center: 3 years (required)

Willingness to travel:

- 25% (required)