Client Success Specialist (Bilingual)

Reporting to the Manager, Client Success, the CSS is the main point of contact for after‑sale support for a group of assigned clients.

Responsibilities

• Act as the main point‑of‑contact for after‑sale support of assigned clients, with responsibility for pro‑actively providing guidance to clients and training them on new products, enhancements, and changes
• Troubleshoot and resolve routine technology or program issues; collaborate with internal teams to resolve more complex issues
• Constructively question programs and processes, looking for avenues to continuously improve performance
• Monitor and analyze client usage of our product
• Improve system usage with existing clients and/or identify areas of improvement
• Prepare reports on program usage and analysis, typically quarterly or annually, depending on client size
• Share opportunities for client program growth or expansion with Sales team (as clients suggest need...