Customer Success Analyst

CEGSoft • San Juan, PR

1d • Hybrid

About The Position

We are building the best workplace for thinkers, experts, service agents, designers, and developers to come together to innovate, grow, and truly make an impact in other peoples' lives through technology.

We are proud creators of:

Expert Tax - tax preparation software for accountants in Puerto Rico

Taxmania - tax preparation software for citizens of Puerto Rico

Edi - a document management software to modernize the digital office

Follow It - case management software

We serve over 150,000 customers every year. It is paramount for us to deliver quality software solutions and provide “above and beyond” customer experiences to ensure the highest level of customer satisfaction.

Our company values ground us and guide us:

Passion
Innovation
Playfulness
Honesty
Customer Satisfaction
Growth
Discernment

If you have a passion about service and would love to work on a fun, team-oriented and creative environment, we are looking for YOU!

Requirements

• Be available on a full-time basis, from Monday to Friday 9:00am-6:00pm.
• Be available to work from home and in San Juan.
• Have a bachelor's degree in business administration or relevant field (preferable)
• Have a minimum of 2 to 4 years of experience in a similar role.
• Excellent interpersonal and communication skills in English and Spanish
• Data Analysis
• Able to carry out multiple task
• Able to work without supervision
• Able to interact with all levels of management
• Problem Solver
• Customer Satisfaction-oriented
• Team Oriented
• Strong proficiency in Microsoft Office (Microsoft Excel, Word, Power Point, etc.)

Nice To Haves

• Results driven
• Organized
• Time Manager
• Creative
• Proactive
• Continuous learner

Responsibilities

• Provide key information to implement strategies to help our customer get the most out of our products, ultimately aiding renewals, reducing customer churn, and improving customer experience.
• Assist new customers in the onboarding process: setting up accounts, importing data, configuration tools, and training. Additional tasks may apply to onboard the customer successfully.
• Understand our unique client requirements and their business needs based on their industry.
• Obtain feedback on an ongoing basis while developing solutions for clients to ensure that we meet, and exceed, their needs and expectations.
• Help resolve issues while providing clear communication to the client.
• Work with clients to maintain a happy and healthy business relationship.
• Capture and own customer issues throughout the organization to ensure customer success and loyalty.
• Work cross-functionally across Sales, Customer Support, Research & Development, and other teams to ensure high customer satisfaction.
• Implement Customer Success dashboards to improve processes and tracking mechanisms across all segments of the business.
• Generate reports to assess and determine accounts that require customer success intervention
• Be an expert and trusted advisor of our products.
• Provide customer feedback to relevant departments in order to drive ongoing service product improvements.

Benefits

• A very valuable experience on a friendly, flexible and collaborative environment.
• The opportunity to work with high level professionals in the software industry.
• Perks!: High quality coffee, ping pong table, gym equipment, team activities, hybrid work culture and so much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level