Job title: Customer Success Specialist
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
📌 Customer Success Specialist (Lima)
🏢 Wolfram
📍 Lima