Customer Success Specialist

hace 6 días

Bogotá Cundinamarca, Colombia Wolfram Research, Inc. A tiempo completo

Job title: Customer Success Specialist

Wolfram, creator of Mathematica, Wolfram|Alpha and Wolfram Language, is looking for a Customer Success Specialist who will help craft our customer-success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions and improve relationships.

Responsibilities

  • Owning the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention and satisfaction
  • Establishing relationships as a trusted and strategic advisor to help ensure the continued value of Wolfram's key products and services
  • Developing and maintaining customer-success strategies and best practices
  • Communicating effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share what has been learned
  • Contributing to developing, improving and maintaining customer-success metrics and data
  • Serving as the day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices and documenting both
  • Onboarding new clients and guiding them through product setup, training and initial usage to ensure successful adoption
  • Conducting regular check-ins and business reviews with customers to assess progress, gather feedback and discuss future goals
  • Reviewing the customer journey, determining how it's supported and using a consultative approach to help clients overcome issues and achieve their goals
  • Facilitating interaction and workflow among project team members to ensure timely deliverables
  • Collaborating, problem solving and strategizing with team members on upcoming client meetings
  • Preparing documentation or training materials for clients as needed
  • Analyzing trends in CSAT and other scores to identify areas for improvement
  • Working with the sales and marketing teams to boost customer referrals and develop case studies
  • Managing customer escalations and ensuring issues are resolved quickly and effectively

Qualifications

  • Proficiency in English with excellent written and verbal communication skills
  • Two to three years of experience in communications, sales, account management or customer success
  • Strong skills in strategic planning and project management
  • Analytical and process-oriented mindset
  • Ability to work effectively across multiple departments in a deadline-driven environment
  • Active team player, self-starter and multitasker who can quickly adjust priorities

Preferred qualifications

  • Bachelor's degree or equivalent in a technical or scientific field
  • Excellent problem-solving skills
  • Experience in programming, applied mathematics, data science and/or machine learning
  • Knowledge of project management tools
  • Potential and interest to grow into a customer success manager role

Location: Fully remote and seeking candidates from Argentina, Chile, Colombia, Ecuador, Mexico and Peru

Job type: Full time (40 hours per week)/Independent Contractor

Reporting to: Manager of Wolfram Technology Group

Wolfram is an equal opportunity employer and values diversity at its company. Women, people of color, members of the LGBTQ community, individuals with disabilities and veterans are strongly encouraged to apply.

Job Type: Full-time

Work Location: Remote

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