Customer Success Specialist

Important Information Location: Costa RicaWork Mode: Hybrid - 4 days on-siteJob Summary The Tech Touch Customer Success Specialist is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.Responsibilities and Duties Forge relationships with new customers, including management and executive stakeholders, and understand their objectivesFrom a consultative approach, develop a strategy and plan for achieving customer objectivesManage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change managementactivitiesCoordinate with technical support for technically complex questionsMonitor customer usage, adoption, and customer health metricsQualifications and Skills Associate’s degree or equivalent work experience and education preferredFamiliarity with standard concepts, practices and procedures within the IT Security FieldExperience with Salesforce or other CRMExperience with Microsoft Excel and WordExperience with Gmail and Google DocsExperience with web Browsers (Chrome, Internet Explorer, etc.)IT experience/exposure is a plusGood english skills: C1 or B2. Fluent ideally.Prior experience as a Customer Success Manager preferredAdditional RequirementsExcellent verbal and written communicationsSuperior Customer Service skillsExcellent time management and organization skillsAbility to build a rapport through phone calls, email and video conferencingStrong collaborative and teamwork skillsStrong negotiation skillsMust be able to work with minimal supervision 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.