Customer Success Specialist Bilingüe

**Skala People Strategy busca Customer Success Specialist Bilingüe - Fully remote en Álvaro Obregón, Michoacan de Ocampo**:
At Skala, were looking for our next Customer Success Specialist to join a global project with a leading SaaS company that empowers thousands of businesses worldwide to scale their digital presence.

We're looking for a dynamic and passionate Spanish-speaking Customer Success Manager to join our team.

**What Youll Be Doing**:

- Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention
- Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions.
- Lead and execute on-time client implementations while ensuring seamless onboarding and integration.
- Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimise customer success.
- Consult with clients on priorities related to upcoming feature roadmaps and product enhancements
- Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency.
- Demonstrate technical acumen by developing workable solutions aligned with customer goals
- Resolve issues and risks through collaborative, cross-functional efforts.
- Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers
- Exhibit a team-oriented attitude and a strong passion for customer success.
- Take ownership of short-turnaround projects and deliver results under tight deadlines Continuously improve customer relationship management processes to ensure optimal customer outcomes

**Experience/Education/Certifications Required**:

- Bachelors Degree or equivalent SaaS experience is strongly preferred.
- Advanced English (B2+ or higher)
- At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization
- Prior experience using HighLevel or other similar vertical solutions preferred.
preferred
- Demonstrates excellent time management, organizational abilities, and exceptional interpersonal communication skills, both verbal and written
- Self - Motivated and proactive in maintaining regular communication with customers, management, and peers to ensure alignment and progress.
- Exhibits strong critical thinking, effective communication, and creative problem-solving skills to address challenges and deliver solutions.
- Skilled in managing sensitive customer issues with professionalism, tact, and diplomacy

**Benefits**:

- Fully remoteposition
- Salary: $30,416.67 MXN Gross
- Aguinaldo (Christmas Bonus) - This bonus amounts to at least 15 days worth of pay to their employees.

**Paid Vacation & Vacation Bonus**
- Full-time employees in Mexico are entitled to at least 12 days of paid time off after their
first year of employment.

**Public Holidays**
- Employees are entitled to 7 statutory public holidays: New Years Day, Constitution Day,
Benito Juárezs Birthday, Labor Day, Independence Day, Revolution Day, Christmas Day.

**Social Security (IMSS)**
- Provides access to healthcare, disability, retirement, and maternity benefits. Both
employer and employee contribute.
- Severance Pay

**Paternity Leave**
- Five (5) paid working days for the birth or adoption of a child. Leave is certified through
IMSS.

**Maternity Leave**
- Twelve (12) weeks paid leave (six weeks before and six after birth). IMSS pays 100% of
salary during maternity leave.

**Sick Leave**
- General illness: IMSS pays 60% of salary from the 4th day of illness; employer pays first
3 days.
- Work -related illness/injury: IMSS pays 100% of salary from day one (up to 52 weeks).

**Other Benefits**:

- Private Health Insurance (MetLife)
- Overtime Pay
- Teleworker Allowance: 500 MXN/month internet and 600 MXN/month electricity
- One -time ergonomic chair allowance up to 3,000 MXN

**Payroll & Deductions**
- Payment Frequency: Payroll is typically processed semi -monthly on the 15th and 30th
of each month.

**Nível de educación deseada**:
Superior - titulado

**Nível de experiência deseada**:
Nível Medio

**Función departamental**:
Atención al cliente

**Industria**:
Internet