Position overview:

The Tracking Platform Specialist will be responsible for ensuring our customers maximize the value of our platform by providing exceptional support, guidance, and strategic insights. This role involves proactive customer engagement to drive satisfaction and retention, acting as the primary point of contact for customer needs and feedback.

*This is a back-office position (chat/emails)

Key responsibilities:

• Serve as the main point of contact for customers, offering expert guidance and support.

• Maintain a high level of communication with peers to ensure consistency in how escalations are handled.

• Develop and maintain strong relationships with customers, understanding their business needs and objectives.

• Monitor customer health proactively, identifying opportunities for engagement and upselling additional features or services.

• Collect and analyze customer feedback to contribute to product development and improvement initiatives.

• Pivot to assisting queues with more complex request types and other queues when priority queues are empty, or as needed.

• Work closely with the management team and be a resource for backlog monitoring, management,

• and recovery.

• Participate in pilots, experiments, and testing of process updates prior to global rollout.

• Conduct regular check-ins and business reviews with customers to ensure they are achieving their goals.

• Collaborate with Sales, Product, and Support teams to address customer needs and feedback.

• Participate in the further development of this pioneer role in our vertical.

Requirements:

• Schedule flexibility

• Availability to work on-site

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Functional competencies:

• English B2 - Required

• Oral and written comprehension

• Appropriate use of language

• Exceptional communication skills in English; proficiency in Spanish and English is a strong asset

• Critical Thinking

• Tech-savvy with a strong understanding of SaaS platforms and customer engagement tools

• Passion for customer success and a commitment to delivering exceptional service

• Proven ability to manage multiple accounts and projects simultaneously with attention to detail

• Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders

• Strong multitasking skills

• Proficient in the effective use of the internet

• Knowledge of customer engagement best practices and strategies

Qualifications:

• Experience in account management and customer success is essential

• Proven track record of meeting and exceeding customer satisfaction goals

• A minimum of 1 years of experience in a customer-facing role within the SaaS industry

• Excellent computer skills, a willingness and an eagerness to excel at technical systems

• Possess high level of understanding, patience and empathy. Able to navigate difficult customer conversations with professionalism

• Be prepared to work full-time hours on a schedule that includes evenings, weekends and holidays

• Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things