Mid SMB Customer Success Manager at Encora

, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

26 Jan, 26

Salary

0.0

Posted On

28 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Relationship Building, Consultative Approach, Onboarding, Account Configuration, Training, Technical Support, Customer Health Metrics, Salesforce, Microsoft Excel, Microsoft Word, Gmail, Google Docs, IT Security, Communication Skills, Time Management

Industry

IT Services and IT Consulting

Description

Important Information Location: Costa Rica Work Mode: Hybrid - 4 days on-site Job Summary The Mid SMB Customer Success Manager (17899) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process. Responsibilities and Duties Forge relationships with new customers, including management and executive stakeholders, and understand their objectives From a consultative approach, develop a strategy and plan for achieving customer objectives Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change managementactivities Coordinate with technical support for technically complex questions Monitor customer usage, adoption, and customer health metrics Qualifications and Skills Associate’s degree or equivalent work experience and education preferred Familiarity with standard concepts, practices and procedures within the IT Security Field Experience with Salesforce or other CRM Experience with Microsoft Excel and Word Experience with Gmail and Google Docs Experience with web Browsers (Chrome, Internet Explorer, etc.) IT experience/exposure is a plus Good english skills: C1 or B2. Fluent ideally. Prior experience as a Customer Success Manager preferred Additional Requirements Excellent verbal and written communications Superior Customer Service skills Excellent time management and organization skills Ability to build a rapport through phone calls, email and video conferencing Strong collaborative and teamwork skills Strong negotiation skills Must be able to work with minimal supervision About Encora Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others. At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.

Responsibilities

The Mid SMB Customer Success Manager is responsible for building effective relationships with current customers and maximizing customer lifetime value. This includes onboarding new customers, promoting product adoption, and identifying upsell opportunities.