Company

Bi-Lingual Client Success Specialist

Summary

Infegy is seeking a strategic, results-driven, bi-lingual (English/Spanish) Client Success Specialist to manage customer support processes, respond to and resolve customer support tickets, and drive adoption of our data analytics platforms. Infegy is an industry-leading SaaS data analytics company specializing in social media intelligence.

We serve many of the most well-known enterprise brands, ad agencies, and marketing research firms including Under Armour, PepsiCo, Toyota, IRI, and VMLY&R. If you have a track record for delighting customers and finding creative solutions, we want to talk with you. Experience with most of the below is desired. The candidate is preferred to work from Kansas City Headquarters office.


Responsibilities

• Deeply learn Infegy products, services, and best practices to be the first line of support for clients
• Act as the main point of contact with our existing clients and partners via our support channels
• Respond promptly to clients to help troubleshoot problems, resolve system issues, and answer platform questions
• Manage client support requests from receipt to resolution
• Assist clients with short term and long term projects leveraging Infegy’s technology
• Keep records and report on trends and findings based on client requests
• Assess and prioritize issues that may lead to client attrition and ensure a strong mitigation plan is in place
• Contribute to support and training collateral including support videos, documentation, best practices tutorials, etc.
• Maintain a comprehensive understanding of business challenges faced by customers
• Proactively work to find ways to drive platform adoption through engagement and outreach
• Work cross-functionally with sales, marketing, and engineering teams to identify and implement solutions
• Identify opportunities for platform enhancements and user experience improvements


Knowledge & Skills This Individual Will Develop

• Exposure to all business departments: Client Success, Marketing, Sales, Engineering
• Understanding and use of various software platforms
• Learn current SaaS customer life cycle, retention strategies, and tactics to drive company growth
• Customer engagement and public speaking: consultative client interactions, problem-solving, customer education and support
• Researching and executing new client success emailing tactics


Requirements

• 1-3 Years of client support experience (or high drive and willingness to learn and excel in a new role) with documented, quantifiable success in creating positive client relationships
• Fluent in the Spanish language
• A self-driven individual constantly hungry to delight Infegy’s clients with the ability to succeed without needing to be managed
• Exceptionally organized and detail-oriented
• SaaS experience preferred
• 1-2 years of CRM experience
• Excellent communication, interpersonal and organizational skills
• Ability to prioritize, meet deadlines, describe customer issues, and work well under pressure
• Exceptional written and oral communication skills
• Strong technical and problem-solving skills
• Time management skills with the ability to effectively manage and prioritize own workload
• Project management skills


Preferred Qualifications

• Fluent in the Portuguese language
• Experience working in a client-facing capacity
• Background with a software company, research firm, advertising or PR agency
• Experience with social media metrics
• Experience with computer programming


Benefits & Employment Details

• Salaried, full-time position
• Fully covered health and dental insurance (including copays)
• Annual free flight for two to anywhere in the world
• Phone plan included
• Flexible vacation policy
• Compensation is competitive and will be based on applicant experience