Spanish Speaking Customer Success Manager

Pear Suite

1d•$75,000 - $85,000•Remote

About The Position

This role is ideal for an individual with a strong background community health work/care navigation and in SaaS software implementation and account management, who is passionate about ensuring client satisfaction and success. As a Customer Success Manager, you will play a crucial role in guiding our clients through the implementation and optimization of our platform, fostering strong relationships, and driving customer engagement and retention. Prior working knowledge of community based practices will ensure success in this role.

Requirements

3+ year of experience in SaaS software implementation.
Must speak Spanish
Must have experience supporting SMB customers.
Strong problem-solving skills and ability to handle complex client issues effectively.
Excellent communication and interpersonal skills, with a customer-centric approach.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Proficiency in relevant software tools and platforms, including CRM systems.

Nice To Haves

Early stage start-up experience strongly preferred.
Background in community health work or health tech is a plus.

Responsibilities

Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.