Customer Success Specialist

Role Details 
Type of Support: Backoffice Support
Contract Type: Full-time
Training Schedule: To be Discussed
Work Schedule: Monday - Friday, 8:00am - 5:00pm MST | Weekends off
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: September 19, 2024
 

About Us
We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role
PartnerHero is looking for talented individuals to join our phone-based Customer Support teams based in Honduras (Location: Tegucigalpa and San Pedro Sula).

We have a range of opportunities available for people who have experience in the customer support space or are interested in beginning a career in customer support. We are interested in matching your unique skills, experience, and interests with one of our many Partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, and more. 

This is a hybrid role that will require 2 days in office 
 

What You’ll Do:

• Client retention: renew subscriptions for the Partner’s SaaS solutions for Legacy client base
• Client expansion: identify opportunities for Account Managers to growth Partner’s footprint by selling new features, services, and instances
• Track and manage customer contracts and renewal dates for assigned book of named accounts
• Manage timelines and deliverables to ensure on-time renewals
• Leverage problem-solving skills and find ways to improve our business, products, and approach, and reduce churn
• Keep up-to-date and thorough records in Salesforce
• Receive ongoing professional development and grow your career while creating a foundation for long-term success
   

What We Expect From You:

• Bachelor's Degree or equivalent experience 
• 2 year of experience working in a fast-paced SaaS or start up environment
• Previous experience with account management, quoting, subscription or contract renewal processes
• Previous experience in a high volume closing role driving on time renewals 
• Proven history of meeting and exceeding goals and performance metrics 
• High level of organization and ability to successfully coordinate with cross-functional teams (Customer Success, Account Management, Legal, and Accounting) 
• Ability to learn quickly, and adapt even quicker
• Highly developed interpersonal and written/verbal communication skills
• Ability to manage competing priorities and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative and team-oriented environment
• Customer obsession, ability to empathize with customers, commitment to user and customer experience 
• Desire to learn all things Submittable in order to effectively communicate value proposition to clients in varying verticals 
• Experience meeting KPI's or carrying a quota preferred 
• Previous experience using Salesforce, LinkedIn Sales Navigator, or Zoominfo a plus
   

What You’ll Get In Return:

• Hybrid working arrangements 
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].