Customer Success Specialist (SDQ)

Position Summary:

As a Customer Success Specialist at Horatio, you will be the pivotal link between our clients and our services, driving customer success, retention, and business growth. In this role, you will conduct business review meetings, develop deep client relationships, and offer customized solutions that enhance value for the client and our company. Your role will ensure client satisfaction through excellent communication, proactive problem-solving, and a commitment to delivering top-tier customer experiences. If you're passionate about making a difference and thriving in a dynamic environment, we want you on our team!

Responsibilities:

● Conduct regular business review meetings with clients to discuss and demonstrate the ongoing value of our services, tracking performance against their strategic goals.

● Establish and maintain strong relationships with our clients, becoming their trusted advisor.

● Proactively identify and capitalize on opportunities for upselling and cross-selling to enhance customer growth and retention, thereby increasing revenue.

● Understand customer needs, address issues, anticipate future requirements, and represent the customer's voice within Horatio while providing consultative solutions that will add value to their business objectives.

● Complete detailed reports on client sentiments, expectations, and progress.

● Establish and maintain effective communication channels with clients for service and industry updates.

● Guide and assist clients in implementing best practices to enhance value and maximize their return on investment.

● Keep up-to-date with the latest in CRMs, software, and emerging technologies to provide informed recommendations and insights.

● Develop and maintain client workspaces, create and update macros and tags, and ensure resources are accessible and up-to-date.

● Monitor and review communication channels (e.g., Slack) for important updates and promptly address queries.

● Manage the onboarding process of new clients by requesting and reviewing updates, ensuring tasks are on schedule, and addressing issues promptly.

Required Skills/Abilities:

• Advanced/Fluent (Bilingual) English level.
• Proficiency in Google applications such as Google Sheets and Google Docs.
• Experience in preparing clear, concise, and tailored presentations for clients
• and internal stakeholders.
• Enthusiastic, passionate, and sociable personality.
• Demonstrated experience in identifying improvement opportunities and
• implementing solutions.
• Ability to multitask effectively, such as actively participating in client calls while
• simultaneously taking notes.
• Ability to work independently and as part of a team.
• Experience in managing client relationships, contract renewals, and up-sell opportunities.
• Familiarity with resolving both technical and customer-related issues is essential.
• Excellent organizational and time management skills, capable of handling multiple customer relationships and projects simultaneously.
• Incredibly detail-oriented with strong analytical and problem-solving skills.
• Exceptional communication and customer service skills.

Education and Experience:

• Bachelor’s degree in Business Administration or Management, Marketing, Communications, Public Relations, or a related field.
• Experience managing client workspaces, preferably in a BPO environment, with a strong focus on data and numbers.
• Demonstrated experience in gathering, analyzing, and reporting client feedback and data to identify trends and anticipate needs.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.