As an Implementation Specialist, you will collaborate closely with our Customer Success Management team to guide both Spanish and English-speaking customers in successfully implementing our e-commerce platform. Your role involves ensuring widespread adoption across their organization and facilitating continuous business value from our products and services. By employing an educational and transactional approach, you will position yourself as the go-to person, serving as the trusted point of contact throughout the lifecycle milestones of onboarding, adoption, and advocacy. Equipped with the knowledge needed for customer success, you will be the voice of your customers training and educational needs, providing valuable feedback to the CSM and Customer Marketing teams.
RESPONSIBILITIES
- Act as the primary point of contact for basic training and fundamental platform, e-commerce, and marketing questions in both Spanish and English.
- Assist customers through email and online presentations.
- Utilize tools to track assigned account metrics, health, learning development, and growth.
- Enhance the department and organization's reputation by taking ownership of diverse requests, exploring opportunities to add value to job accomplishments.
- Ensure the satisfaction of current clients and deliver exceptional client service on a day-to-day basis.
- Monitor and analyze customers usage of our product.
- Collaborate with the Implementation and Customer Success Management teams to integrate and train new clients.
MINIMIMUM REQUIREMENT
- Fluent in spoken and written Spanish and English (REQUIRED).
- At least 1-3 years of previous experience in account management, training, and/or customer onboarding roles.
- Preferred experience in SaaS.
- At least 1-3 years of experience in e-commerce, with a preference for experience in Amazon and eBay marketplaces.
- Strong verbal and written communication skills in both languages.
- Excellent interpersonal skills and an outgoing personality.
- Self-starter with the ability to stay focused even when unsupervised.
- Experience using training or video conferencing platforms preferred (e.g., Zoom, Google Meet).
- Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service.
