Enterprise Customer Success Specialist

job_description: Joomag culture thrives on open communication and the exchange of ideas. Our team members are identified not only by their high level of professionalism but also by their passion and enthusiasm toward Change. Getting results and being effective is crucial; we Dream Big and become smarter every day.

Our Customer Success Department has a significant impact on the success of the business, as it creates an image of Joomag and an impression in the eyes of our customers. That is why each team in the department (Customer Success, Customer Education) targets designing successful long-term relationships with our customers and putting their wishes at the center of operations.

We are expanding our operations in the LATAM region and are looking for a highly motivated and customer-focused individual to join our team as an Enterprise Customer Success Specialist. As an Enterprise Customer Success Specialist, you will be responsible for ensuring the success and satisfaction of our customers worldwide.

Requirements

Performance objectives

1. The first objective is to serve as the primary point of contact for our LATAM customers, building strong relationships and ensuring their success with our products and services. You will work closely with customers, understand their business needs, and provide guidance and support to help them achieve their goals.

Typical tasks here include:

Serve as a customer advocate, including collecting customer feedback on product needs to transfer to the Product Team, understanding customer and industry trends, and articulating those back to the business.

Work with new and existing Joomag customers and serve as the primary contact to provide onboarding of new customers, the training of platform end users, as well as post-go-live support.

Be the single point of contact and work closely with internal resources on escalation and resolution processes for critical customer issues.

Increase customer retention and adoption rates by conducting regular check-in calls to assess the level of satisfaction or lack thereof.

Track customer activity and health to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing up-sell opportunities when applicable.

1. The second objective is to Work Like a Team, Live Like a Family.

We spend a lot of time together. As a result, we’ve come to know each other as a family. We take care of our own, celebrate success, learn through failure, and respect each other regardless of our different viewpoints. So you need to:

Demonstrate reliability: do your fair share to work hard, and meet milestones. Consistency is key.

Cooperate: we achieved total synergy in our work, thus you are expected to figure out ways to work together with different teams (specifically sales and engineering), solve problems, and get common work done.

Share openly and willingly: beyond discussions & meetings, everyone in Joomag feels comfortable talking with one another, sharing opinions, and accepting those from others. Thus, it’s important for you to be willing to share knowledge, and experience taking the initiative to keep other team members informed and engaged.

Required Qualifications

Close to native fluency in Spanish and English։ This means having the ability to read, write, speak, and comprehend the languages at an advanced level. The CSM should be able to communicate confidently and effectively in both languages, ensuring clear understanding and facilitating meaningful interactions with customers.

Negotiation and presentation skills: As a B2B player, most of Joomag’s interactions include negotiations, therefore, you need to understand needs, discover the positive/negative sides of the situation, and find cross-beneficial solutions while keeping the company’s name high and maintaining a positive relationship.

Tech-savviness: Here’s the list of technological tools you will directly use in your work: Hubspot, Intercom, Jira, Confluence, Joomag internal tools, etc. You will start your job with an onboarding program and several mentor shadow sessions aimed at showing and teaching you everything, however, being at least enthusiastic about becoming savvy with technology is a must.

Experience: You should have 2 years of experience in a relevant field, such as customer success, account management, or client services within the enterprise software industry, to ensure that you possess a solid foundation and understanding of enterprise customer dynamics, enabling you to effectively navigate complex customer relationships and deliver exceptional results.

Hiring Stages

The full hiring cycle can take anywhere from 3-4 weeks to complete. You will receive feedback throughout the entire process so that you are always updated.

1. HR Interview : Lasts ~30 mins. You will meet with one of Joomag’s HR team members. We will introduce the company, share insights about the role, and review your career goals & plans. Knowledge & experience-based questions will be asked in order to assess your professional & personal skills.

2. Professional interview: Lasts ~30 mins. You will be invited to the second interview with our Customer Success Team Lead. During the interview, you’ll dig deeper into a Enterprise Customer Success Specialist's job profile at Joomag, review your skillset & discuss several professional topics․

3. Task (optional): This stage provides a more hands-on assessment of your capabilities and suitability for the Enterprise Customer Success Manager role. It helps the hiring team gauge their problem-solving skills, strategic thinking, customer-centric approach, and overall fit within the company.

4. C-level meeting: Lasts ~30 mins. You will meet with Joomag's CEO - Ruben Vardanyan. This meeting serves as an opportunity for you to demonstrate your strategic value, present business outcomes, and establish a strong relationship with top-level decision-makers.

phone_number: +374 94611335

language: English, Spanish

website: https://apply.workable.com/joomag/j/26FB3EEAB9/