Customer Success Manager (BOG)

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    "url": "https://hirehoratiocx.applytojob.com/apply/jobs/details/bKhhGyQi8l?&",
    "heading": "Customer Success Manager (BOG)",
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    "description_html": "<p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Position Summary</span></span></span></span></span></span></span></span><br><br><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.</span></span></span></span></span></span><br><br><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">In this role, you will be accountable for the overall health and success of a growing portfolio of SMB clients. Reporting to a Senior Manager, your responsibilities will involve managing the complete customer lifecycle by providing guidance, proactively identifying risks and celebrating wins, and gathering crucial client feedback.</span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Responsibilities</span></span></span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Account Management </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Provide timely updates, manage expectations, and escalate issues where appropriate. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Client Feedback & Advocacy </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Translate feedback into actionable recommendations and partner with internal teams to implement improvements. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Champion the client voice across Horatio, ensuring product and service alignment with real customer needs. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Engagement, Growth & Retention </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Partner with senior managers to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Onboarding & Support Execution </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Work closely with the Senior Manager, Project Manager, and Specialists to manage task distribution, track progress, and resolve blockers quickly. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CRM and Industry Expertise</span></span></span></span></span></span><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Use data and tooling to provide clients with actionable recommendations and drive adoption.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Skills/Experience</span></span></span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Requirements </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Native English Speaker. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">BPO experience is mandatory for this role.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Zendesk certification preferred.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">3+ years in a customer-facing role within a BPO, SaaS, or CX-focused environment.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Prior experience as a Manager in Account Management, Customer Success Management, or a similar field is required.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting onboarding and managing SMB client relationships. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with upsell/renewal cycles and resolving customer service challenges. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Soft Skills </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Organized, proactive, and highly communicative. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong time management and problem-solving capabilities. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comfortable working in fast-paced environments across cross-functional teams. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Insightful and detail-oriented, with a passion for customer success.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">On-site role in Bogota.</span></span></span></span></span></span></p><br> ",
    "description_text": "Position Summary\n As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.\n In this role, you will be accountable for the overall health and success of a growing portfolio of SMB clients. Reporting to a Senior Manager, your responsibilities will involve managing the complete customer lifecycle by providing guidance, proactively identifying risks and celebrating wins, and gathering crucial client feedback.\n  Responsibilities\n  Account Management\n Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust.\n Provide timely updates, manage expectations, and escalate issues where appropriate.\n Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization.\n Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions.\n   Client Feedback & Advocacy\n Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs.\n Translate feedback into actionable recommendations and partner with internal teams to implement improvements.\n Champion the client voice across Horatio, ensuring product and service alignment with real customer needs.\n   Engagement, Growth & Retention\n Partner with senior managers to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities.\n Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.\n   Onboarding & Support Execution\n Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed.\n Work closely with the Senior Manager, Project Manager, and Specialists to manage task distribution, track progress, and resolve blockers quickly.\n Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase.\n   CRM and Industry Expertise\n Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively.\n Use data and tooling to provide clients with actionable recommendations and drive adoption.\n   Skills/Experience\n  Requirements\n Native English Speaker.\n BPO experience is mandatory for this role.\n Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.\n Zendesk certification preferred.\n   Experience\n 3+ years in a customer-facing role within a BPO, SaaS, or CX-focused environment.\n Prior experience as a Manager in Account Management, Customer Success Management, or a similar field is required.\n Experience supporting onboarding and managing SMB client relationships.\n Familiarity with upsell/renewal cycles and resolving customer service challenges.\n   Soft Skills\n Organized, proactive, and highly communicative.\n Strong time management and problem-solving capabilities.\n Comfortable working in fast-paced environments across cross-functional teams.\n Insightful and detail-oriented, with a passion for customer success.\n   On-site role in Bogota.",
    "jsonld_jobposting": {
      "url": "https://hirehoratiocx.applytojob.com/apply/bKhhGyQi8l/Customer-Success-Manager-BOG",
      "@type": "JobPosting",
      "title": "Customer Success Manager (BOG)",
      "@context": "http://schema.org/",
      "datePosted": "2026-03-09",
      "description": "<p style=\"line-height:1.38;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Position Summary</span></span></span></span></span></span></span></span><br><br><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">As a Customer Success Manager at Horatio, you are the dedicated partner for our small to mid-sized clients, helping them realize value quickly and maintain it consistently. You’ll support client onboarding, retention, and satisfaction through proactive communication, strategic insight, and close collaboration with internal teams.</span></span></span></span></span></span><br><br><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">In this role, you will be accountable for the overall health and success of a growing portfolio of SMB clients. Reporting to a Senior Manager, your responsibilities will involve managing the complete customer lifecycle by providing guidance, proactively identifying risks and celebrating wins, and gathering crucial client feedback.</span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Responsibilities</span></span></span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Account Management </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Serve as the primary point of contact for your SMB client portfolio, maintaining responsive communication and building long-term trust. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Provide timely updates, manage expectations, and escalate issues where appropriate. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Monitor client trends and performance to flag risks, identify success stories, and uncover areas for optimization. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Deliver reports on account health and KPIs to internal stakeholders to guide strategic decisions. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Client Feedback & Advocacy </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Gather client feedback through structured check-ins, satisfaction surveys, NPS, and informal interactions; identify common themes and individual needs. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Translate feedback into actionable recommendations and partner with internal teams to implement improvements. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Champion the client voice across Horatio, ensuring product and service alignment with real customer needs. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Engagement, Growth & Retention </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Partner with senior managers to support upsell and cross-sell strategies by identifying growth signals and expansion opportunities. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Surface red flags early and help mitigate churn risk through proactive support and collaboration with onboarding and ops teams.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Onboarding & Support Execution </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Facilitate light onboarding for SMB clients and lead their journey through the first 90 days of structured support, ensuring milestones are met and key deliverables are completed.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Work closely with the Senior Manager, Project Manager, and Specialists to manage task distribution, track progress, and resolve blockers quickly. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support handoffs and ensure clients are successfully transitioned to long-term ownership after the onboarding phase.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">CRM and Industry Expertise</span></span></span></span></span></span><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Stay up to date on key CRMs (e.g., Zendesk, Gorgias, Gladly, Salesforce) and emerging CX tech to guide clients effectively. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Use data and tooling to provide clients with actionable recommendations and drive adoption.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:underline;\"><span><span>Skills/Experience</span></span></span></span></span></span></span></span></p> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Requirements </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Native English Speaker. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">BPO experience is mandatory for this role.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Zendesk certification preferred.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">3+ years in a customer-facing role within a BPO, SaaS, or CX-focused environment.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Prior experience as a Manager in Account Management, Customer Success Management, or a similar field is required.</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting onboarding and managing SMB client relationships. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with upsell/renewal cycles and resolving customer service challenges. </span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Soft Skills </span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Organized, proactive, and highly communicative. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong time management and problem-solving capabilities. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Comfortable working in fast-paced environments across cross-functional teams. </span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Insightful and detail-oriented, with a passion for customer success.</span></span></span></span></span></span></li></ul> <p style=\"line-height:1.38;\"><span style=\"font-size:11.5pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">On-site role in Bogota.</span></span></span></span></span></span></p><br> ",
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