Customer Success Specialist Role We are seeking a highly motivated and skilled Customer Success Specialist to join our organization in Bogotá, Colombia. The primary role of the Customer Success Specialist is to build relationships with new and existing clients by project managing their onboarding to our product, providing best practices, technical support, and user training on the application. As a key member of our team, you will be responsible for client consulting, new customer implementation, project management, technical troubleshooting, customer support, and new user training. - Onboards existing clients converting to our product as well as new clients. - Handles initial case intake both over the phone and through email. - Performs first line triage support for clients answering basic questions and assisting clients navigate the system. - Interacts with clients to provide and process information in response to inquiries, concerns, and requests about products and services. - Escalates more complex inquiries to tier 3 Support. - Informs Support Leadership of potential client issues and problems early to ensure they receive proper attention. - Documents and maintains all client information in a CRM system to include recording all calls, emails, and client communication. - Creates and maintains product documentation and online training videos. - Performs entry-level Quality Assurance testing for software development. - Develops/Maintains SOP for troubleshooting technical problems. - Participates in industry training. - Stays current with system information, changes, and updates. The ideal candidate will have a strong background in accounting or finance, excellent communication skills, and experience in project management. Fluent English language skills are required, and knowledge of industry principles is preferred.