Customer Success & Onboarding Specialist

Hiring Organization: Biz Latin Hub

Job Title: Customer Success & Onboarding Specialist

Location: Bogotá, Colombia

Salary: COP $10,000,000.00 – $12,000,000.00 (gross) 

We are looking for a Customer Success & Onboarding Manager who can help to onboard new clients and provide ongoing support during the client cycle. The candidate should be able to contribute to building relationships, implementing new programs that will increase your business’ revenue potentials and minimize churn rates.

The responsibilities include supporting customers as they transition from sales prospects, passing through onboarding and management in business as usual.

Ultimately, you will work directly with clients to ensure their smooth onboarding, to help solve their problems and ensure their satisfaction while they are an active account with us.

You will also work closely with our local service delivery teams to ensure customer quality service delivery and concerns are addressed in a timely manner.

Responsibilities:

Develop and implement clear onboarding standards and timelines (SLAs).

Ensure a smooth and efficient implementation of our services per country (Client Onboarding).

Establish clear client retention goals and metrics.

Process milestones and quality standards for the clients and employees to work toward.

Proactively engage with clients to understand their operating challenges and align our services with their specific

needs.

Collaborate with the sales team to drive expansion and upsell opportunities within the existing customer base.

Act as the main point of contact for any inquiries, issues, or escalations, providing prompt and effective resolutions.

Track and analyze key customer success metrics, such as churn rate, customer satisfaction scores, and usage

statistics.

Requirements 

  • Bachelor’s degree in Business Administration, Management, Law, Economics, Accounting or equivalent experience.
  • Proven work experience as a Customer Success Manager or similar role (5+ at least)
  • Fluent in English with excellent communication and interpersonal skills, and foster positive business relationships
  • Experience within the Legal, Accounting and/or Corporate secretarial industry.
  • Experienced with building and managing small teams
  • Very organized, hard working and experience with designing and implementing processes related to client management.
  • Able to understand and solve complex problems using structure and logic, and then able to present the solution in a clear way, both verbally and in writing.

Desired Requirements

  • Experience living / working outside of LATAC.
  • Professional work experience with multiple countries within LATAC
  • Experience with CRM systems and customer success tools.
  • Proficiency with excel and data management software / tools.

Why work at BLH?

  • Competitive compensation and annual salary reviews.
  • Eligibility to be part of Biz Latin Hub, “together is better” benefits program.
  • We offer constant opportunities for professional growth and development.
  • Hybrid work environment (office & remote).
  • International experience and work environment in both English and Spanish.
  • Opportunities for International travel.

Apply Here

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