Customer Success Associate - Spanish

About the Role:CS SMB Retention is responsible for relationship building with Motive customers. This position coordinates, executes, and manages programs built to effectively retain customers through positive relationship-building, listening to concerns/addressing issues and educating customers on the value of our products. A customer-oriented focus is necessary in order to preserve long-term customer satisfaction. This position requires someone that is highly organized, has excellent communication skills and demonstrates good judgment.What You'll Do:Identify signals of at-risk accounts and collaborate with internal teams to remediate and ensure a successful renewal.Handle a large volume of phone conversations and email inquiries.Maximize customer lifetime value and minimize churn risk while increasing overall customer satisfaction and identifying up-sell opportunities.Build quick rapport with customers and apply both persuasive rebuttal skills and problem-solving strategies while providing solutions.Process case resolutions, contract modifications, and cancellations using CRM SalesForce.Problem-solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations.What We're Looking For:2+ years prior experience in a customer-facing role (sales and/or support) using CRM software (Salesforce Lightning and CPQ preferred).University undergraduate degree.Understanding of retention & churn.Strong ability to build and maintain customer relationships.Effective listening and problem-solving skills.Excellent English communication (both written and verbal) and presentation skills.Proven ability to manage multiple responsibilities with a high attention to detail and professionalism.Note - It's a hybrid position.Location - Lahore & Islamabad. Fluency in Spanish is a must-have.#J-18808-Ljbffr