Customer Success Specialist - USA, Remote

Wildix

19h•Remote

About The Position

A Customer Success Specialist at Wildix is committed to enhancing partner experiences and building strong, lasting relationships by providing outstanding support and service. Serving as a liaison between support, sales, and other teams, the CSS plays a key role in ensuring the success, satisfaction, and long-term retention of Wildix partners.

Requirements

At least 3 years of previous experience with sales/customer support-related roles
Excellent proficiency in Italian and good proficiency in English, both written and spoken
You possess excellent communication skills, both verbal and written, with the versatility to communicate at all levels
Strong presentation and negotiation skills for effective communication and collaboration
You are a team player with a "can-do" attitude and the ability to work with others to provide an excellent customer service and experience
Commitment and self–motivation to work within deadlines with minimum supervision
Proven experience with CRM software, such as Salesforce
The ability to respond appropriately under pressure
A positive attitude and the ability to build relationships with clients

Responsibilities

Respond to partner queries across SFPC tickets, chat, video, phone, in a timely and professional manner.
Take ownership of issues, escalating urgent cases to PDMs or relevant teams when needed.
Build and maintain strong relationships with partners through regular communication and support.
Manage a small portfolio of lower-tier partner accounts, ensuring engagement, satisfaction, and growth.
Identify and act on upsell and cross-sell opportunities aligned with partner needs.
Monitor account usage and performance to spot opportunities and address risks early.
Deliver training sessions and product overviews (WMP, SFPC) to support adoption and effective use.
Gather and share partner feedback to help improve products and services.
Support partner with administrative, logistical, and commercial assistance.
Keep partners informed about new products, updates, and promotions
Work closely with PDMs and internal teams to align on account strategy and opportunities.
Contribute to team knowledge sharing and continuous improvement.
Maintain a professional, positive, and solution-focused approach at all times.