Encora

Important Information

Location: Costa Rica

Work Mode: Hybrid - 4 days on-site

Job Summary

The Customer Success Manager (15778) is responsible for building effective relationships with current customers and for maximizing the customer lifetime value within the assigned portfolio. This will be accomplished by delivering a great customer experience and maximizing the use of our products, as well as delivering outcomes, results and value that exceed customer expectations. The CSM is responsible for assisting new customers in onboarding, customer growth and expansion by identifying upsell opportunities, adoption by promoting frequent use and additional features of products and the renewal process.

Responsibilities and Duties

• Forge relationships with new customers and understand their objectives.
• From a consultative approach, develop a strategy and plan for achieving customer objectives.
• Leverage the company assessment tools to enhance the customer journey.
• Manage the steps of the onboarding process with the customer including but not limited to account configuration, product and best practice training, initial end-user phishing and training campaigns, and other change management activities.

Qualifications and Skills

• Associate’s Degree or equivalent work experience and education preferred.
• Experience with Gmail and Google Docs.
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Experience with Salesforce or other CRM preferred.
• Familiarity with standard concepts, practices and procedures within the IT Security Field.
• B2/B2+ English level required

About Encora

Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.

At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.