Customer Success Specialist

Important Information

• Location: Costa Rica
• Work Mode: Hybrid

Job Summary

As a Customer Success Specialist (17398), you will be responsible for building strong relationships with customers, ensuring successful onboarding, maximizing product adoption, and driving customer value throughout their lifecycle. You will play a key role in identifying upsell opportunities, supporting renewals, and delivering outcomes that exceed customer expectations.

Responsibilities And Duties

• · Build and maintain relationships with new customers, including management and executive stakeholders, while understanding their objectives.
• · Develop consultative strategies and plans to achieve customer goals.
• · Manage the onboarding process: account configuration, product training, phishing simulations, and change management activities.
• · Collaborate with technical support to address complex technical inquiries.
• · Monitor customer usage, adoption, and health metrics to ensure success.
• · Conduct periodic business and strategic reviews to align objectives and confirm satisfaction.
• · Support renewal processes in coordination with Renewal Specialists.
• · Partner with Account Managers to identify upsell and cross-sell opportunities.
• · Drive initiatives to improve the overall customer experience and increase loyalty.
• · Maintain accurate account management in the company’s CRM.

Qualifications And Skills

• · Associate’s degree or equivalent education/work experience preferred.
• · Familiarity with IT Security concepts, practices, and procedures.
• · Experience with Salesforce or other CRM tools.
• · Proficiency with Microsoft Excel and Word.
• · Experience with Gmail, Google Docs, and major web browsers (Chrome, IE, etc.).
• · IT experience/exposure is a plus.
• · Previous experience as a Customer Success Manager preferred.
• · Excellent verbal and written communication skills.
• · Strong customer service orientation.
• · Exceptional time management and organizational skills.
• · Ability to build rapport via calls, email, and video conferencing.
• · Strong collaboration, teamwork, and negotiation skills.
• · Ability to work independently with minimal supervision.
• · Professional/Advanced English skills.

Additional Requirements

• · Technologies: Salesforce, Microsoft Excel, Word, Gmail, Google Docs, Web Browsers (Chrome, IE).
• · Competencies: Communication, Customer Service, Time Management, Teamwork, Negotiation, Problem-Solving, Adaptability.

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.