Customer Success Associate - Bilingual (Spanish)

Mad Mobile Inc • Tampa, FL

3d • Onsite

About The Position

As a Bilingual Customer Success Associate on the Mad Mobile team, you will own a set of accounts and partner with your customers to ensure they are maximizing their engagement with CAKE. This includes interacting with customers at every stage from implementation to renewal, including providing proactive account management and support, as well as engaging in data research and analysis and thought leadership. This position will play a key role in adopting a digital-first approach to delivering customer success at scale.

LOCATION: Must be based in or willing to relocate to Tampa, FL. This is an in-office role.
NOTE: Candidates must be legally authorized to work in the United States (U.S. Citizens, Green Card holders, or valid EAD holders). Sponsorship is not available for this role.

Requirements

• Proven experience in a customer-facing role, such as customer success, account management, or sales.
• Excellent interpersonal and communication skills, with the ability to build rapport and credibility with customers at all levels.
• Strong problem-solving and analytical abilities to identify and address customer needs effectively.
• Knowledge of the industry and the ability to understand customers' business processes and goals.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Self-motivated and results-oriented, with the ability to work independently and manage multiple customer accounts simultaneously.
• Demonstrated ability to collaborate and work effectively in a team environment.
• Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
• Customer-focused mindset with a passion for delivering exceptional customer experiences.
• Spanish fluency
• 2+ years of experience in SaaS in customer-facing roles (e.g., customer success, marketing, product implementation, sales, professional services, etc.)
• Experience delivering presentations, leading customer calls, and fielding customer questions
• Proficiency in using customer relationship management (CRM) software and other relevant tools
• Proven organizational and time management skills, with the ability to prioritize tasks and meet deadlines
• Customer-focused mindset with a passion for delivering exceptional customer experiences

Nice To Haves

• Startup experience, especially in a B2B SaaS environment
• Bachelor's degree in business administration, marketing, or a related field (or equivalent experience).
• Payment technology, restaurant and retail industry experience preferred

Responsibilities

• Develop and maintain relationships with assigned customers, acting as their primary point of contact and trusted advisor.
• Oversee the onboarding of new accounts and ensure a successful implementation for the lifetime of each account
• Conduct regular check-ins and reviews with customers to assess their satisfaction, address any issues or concerns, and gather feedback.
• Identify and escalate potential customer risks or churn indicators and develop strategies to mitigate them.
• Monitor key performance metrics, such as customer satisfaction, usage patterns, and renewal rates, and take proactive measures to drive customer success and retention.
• Understand customers' business objectives, challenges, and requirements to proactively identify opportunities for value-added solutions and upsell opportunities.
• Develop and deliver training and educational materials to help customers maximize the value of the company's products or services.

Benefits

• 80% company-paid benefits for medical, dental, and vision sound for our employees who choose our HDHP plan
• We cover 75% of the family plan costs and we’ll even start you off right by giving you a $500 (prorated based on start date) for your HSA.
• We also have a very robust “buy-up” plan that is 60% covered by Mad Mobile.
• 401(k) and matching contribution (up to 4%, fully vested on day one).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level