Important Information

Location: Heredia, Costa Rica

Work Mode: Hybrid (4 days onsite)

Job Summary

As a Mid Customer Success (16886), you will be responsible for building strong relationships with your customers and maximizing their lifetime value within your assigned portfolio. You will achieve this by delivering an excellent customer experience, driving effective product adoption, and providing results that exceed their expectations. Additionally, you will manage the onboarding of new customers and assist the Renewal Specialist with the renewal process.

Responsibilities and Duties

Build relationships with new customers, including executive stakeholders, and understand their goals.
Develop tailored strategies and plans to help achieve those goals.
Manage the full onboarding process: account setup, training, and initial campaigns.
Coordinate with technical support for complex inquiries and track usage and adoption metrics.
Conduct regular business reviews and strategic sessions with stakeholders.
Identify opportunities for renewals, upsells, and cross-sells.
Leverage tools and processes to ensure maximum customer value and meet performance targets.

Qualifications and Skills

Associate’s degree or equivalent experience preferred.
Familiarity with IT security concepts, practices, and procedures.
Experience using CRM tools (e.g., Salesforce), Microsoft Office, and Google Workspace.
Comfortable working with web browsers like Chrome or Internet Explorer.
Prior IT exposure and Customer Success experience are a plus.

Additional Requirements

Competencies:
- Excellent verbal and written communication skills.
- Strong customer service orientation with the ability to build rapport via phone, email, and video conferencing.
- Excellent time management and organizational skills. Proven ability to work collaboratively in a team environment and independently with minimal supervision.
- Strong negotiation skills and a proactive, service-driven mindset.

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.