Customer Success Specialist (SDQ)

Position Summary:

Horatio is seeking a highly skilled Customer Success Specialist to assist in the day-to-day operations of the Customer Success Department. In this role, you will be the liaison between Horatio and our Business Partners (Clients), ensuring customers have a positive experience with the company's products or services. Support the implementation managers, and assist them in performing all necessary tasks when onboarding new clients, in addition to reviewing and revising existing clients’ information.

Responsibilities:

• Communicate with clients throughout the onboarding process to obtain feedback and approval.
• Participate in client training following the introduction call to collect data and other information required to customize all platforms (Notion, Gorgias, Shopify, etc.) and ensure a smooth internal and external transition.
• Schedule and attend meetings with clients to discuss account status, service updates, and customer concerns.
• Create a project plan for each new client, detailing the tasks that need to be completed for timely onboarding.
• Update the Information Warehouse platform when necessary so the entire company always has the most up-to-date detailed information to provide the best service possible. 
• Ensure that the project team is aware of key deliverables and project milestones.
• Create a specialized document for each client, detailing all customizations made.

Required Skills/Abilities:

• Advanced/Fluent (Bilingual) English level
• Client-focused solutions experience
• Experience working with CRMs, Customer Support ticketing tools, and proficiency in Google applications.
• The ability to multitask effectively, such as actively participating in client calls while simultaneously taking notes.
• The ability to work independently and as part of a team
• Strong analytical and problem-solving skills
• Excellent organizational and time management skills
• Exceptional communication and customer service skills
• Detail-oriented.

Education and Experience:

• Bachelor's degree in business, computer science, engineering, computer information science, information technology, or a related field.
• Proven experience working as an Implementation Specialist (Preferred).

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 (coming soon!)
• 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.