Enterprise CS Specialist

San Juan, Puerto Rico | Customer Success | Full-time | Fully remote

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ENTERPRISE CS SPECIALIST
As an Enterprise CS Specialist, your role will involve overseeing the entire lifecycle of technical projects and leading the Enterprise CS team. This includes planning, executing, and concluding projects, defining their scope, establishing timelines, efficiently managing resources, and ensuring successful project delivery within a specified budget and timeframe.

RESPONSIBILITIES
  • Manage a portfolio of high-value enterprise accounts
  • Build strong, long-lasting relationships with key stakeholders at client companies
  • Proactively identify customer needs, challenges, upsell, and cross-sell opportunities
  • Develop and implement strategic account plans to drive adoption, retention, and growth
  • Manage customer onboarding and ensure successful product implementation
  • Track and report on key customer success metrics (e.g., renewals, net promoter score)
  • Serve as a subject matter expert for complex client inquiries and escalations, providing advanced troubleshooting and problem-solving skills.
  • Collaborate with the product development team to provide feedback on client needs and help prioritize feature enhancements and product roadmap decisions.
  • Analyze data and metrics related to customer satisfaction, usage patterns, and churn rates to identify trends and opportunities for improvement.
  • Develop and execute strategies to increase customer retention and reduce churn.
  • Participate in strategic planning sessions to help define the overall direction and goals of the Customer Success department.
  • Cultivate strong relationships with key stakeholders at client organizations, including executives, to ensure alignment on objectives and maximize value realization from the InEvent platform.
  • Conduct regular business reviews performance metrics, discuss upcoming initiatives, and identify areas for expansion or optimization.
  • Stay informed about industry trends, best practices, and competitor offerings to inform strategic decision-making and provide thought leadership to clients.
  • Act as a liaison between the Customer Success team and other departments within the organization, such as sales, marketing, and product, to ensure alignment and collaboration on customer initiatives.
  • Experience in the events industry and technology is a plus.
PRE-REQUISITES
  • 4+ years of experience in a Customer Success or Account Management position is a must;
  • Exceptional ability to communicate/present and foster positive business relationships;
  • Experience with delivery of training or live customer support;
  • Technical skills are a must; HTML and CSS or any programming knowledge is a plus;
  • Accountability and personal organization are essential;
  • Deep understanding of customers’ concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed;
  • Outstanding communication skills;
  • Problem solver by nature;
  • Be a fast learner and resilient;
  • Availability to travel and work in the U.S
  • Periodic visits to client offices may be required for training and implementations, anticipated to range from 10-20% of the time. Travel expenses will be covered by the company.

     

    PERKS

    • Global Health Insurance, including $0 deductible and outpatient;
    • Paid Time Off (PTO);
    • Annual Summits;
    • Birthday Gift and Work Anniversary Gifts.

      CONTRACT: This is a Permanent, Full-time position (40hrs per week).
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