Home » Associate Customer Success Manager
Associate Customer Success Manager
Updated: May 4, 2023
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
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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
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