Remote Customer Engagement Specialist

Pacifica Continental is looking for a Customer Engagement Specialist to join our client’s team in Chile.

This person will work with our small customers throughout their post-sales journey to make sure they’re successful. Will assist Account Executives and Customer Success Managers to respond to and execute requests from existing customers to renew or expand their current subscriptions. Will work closely with Account Executives and Customer Success Managers to respond to customer inquiries, provide pricing based on customer contracts and gather all necessary information to fulfill customer requests and execute orders.

The Customer Engagement Specialist is passionate about providing an outstanding experience for our customers while delivering revenue for our business in a fast-paced, High-volume environment.

Responsibilities:

• Manage all revenue-related post-sales activity for companie’s transactional customers
• Collaborate with AEs and CSMs to manage a pipeline of transactional expansion and renewal opportunities
• Effectively prioritize & manage a high volume of customers to ensure on time renewals
• Assist existing customers with requests to add products to their current subscription
• Increase customer retention and incremental revenue across assigned book of business
• Leverage companie’s customer Community and other technology to effectively engage and manage customers
• Maintain accurate and detailed notes of customer activities in Salesforce
• Maintain coverage of inbound customer communications via email, incoming phone calls and live chats during business hours
• Work collaboratively with other companie’s teams across sales, support, order  management and product to deliver an exceptional customer experience
• Empower customers to self-serve by guiding them to relevant help documentation, tutorials, and resources.
• Function as a customer advocate and provide internal feedback on how 360 can better serve our customers
• Collaborate with leadership to improve SMB customer journey
• Actively participate in all enablement and training activities as assigned
• Other customer success duties as assigned

Requirements:

• 2+ years experience in a high-volume, customer-facing role, preferably in a sales, customer success or customer service capacity
• 2+ years of SaaS experience
• Solid computer skills, including experience with core sales tools such as Salesforce, ZoomInfo, Outreach, and LinkedIn; able to create, manage, and update lead, contact, and opportunity information with ease
• Fundamental understanding of sales development and order processing best practices
• Experience working in a remote environment
• Strong verbal and written communication skills in the English language.
• Available during requested business hours, Monday – Friday