Associate Customer Success Manager
Shruti Garg
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Updated: May 4, 2023
About Trantor
Trantor is a technology services company focused on outsourced product development and digital re-engineering. Leveraging our CaptiveCoE™ engagement model, we operate as a seamless extension of our client’s teams to provide rapid scalability with predictable budgets.
Founded in 2012, Trantor has worked with customers across Tech, FinTech, Media & Cyber Security industries. We have centers in the US, India, Canada, and Costa Rica. We are consistently rated as the #1 employer in the region with the ability to attract and retain technical talent.
Our commitment to excellence and impactful results has translated to long-term relationships and value for our clients and solution partners
Please visit us at: https://trantorinc.com
Key Responsibilities of the Role:
- Assist with customer’s on-boarding, satisfaction and advocacy by resolving their customer success requests and issues.
- Manage customer-centric activities and respond to customer product inquiries, resolving customer requests and concerns and directing them to technical product resources as appropriate
- Serve as a customer advocate to get their needs and requests addressed in a timely manner including original and follow up requests.
- Manage performance metrics like CSAT, deployment, consumption, customer request management and time to resolution
- Assisting in the customer onboarding process and customer success case management
- Partner with our customer success Operations team on in-product and email engagement/nurture flows
- Drive customer satisfaction and success by consulting their supervisor as needed
What it takes to catch our eye
- 2+ years relevant work experience in customer success, customer service or customer support in similar roles in a Cybersecurity/SaaS solutions company.
- An understanding of typical business and security challenges faced by customers and their common cyber security objectives.
- Team player with the highest level of integrity with a track record of successfully working with cross-functional teams.
- Ability to multitask, effective time management and working in a fast-paced environment
- Proven track record of improving customer experience, building customer loyalty, managing customer escalations, balancing customer needs and negotiating successful resolutions.
- Grounded in the tech industry or interested in diving in and learning quickly about Cybersecurity in a self-directed manner.
- Extremely well organized and attentive to detail with a commitment to following process.
- Active listener with a positive attitude for driving customer success.
- Proficient in English language. Multiple language familiarity is preferred.
Job Category: Associate Customer Success Manager
Job Type: Full Time
Job Location: Mexico
Shift Timing: CST