About us:
Jurny isn't just a company; it's a mission to improve, innovate, and deliver unique solutions for Hospitality. Our values shape our organization's culture and define our company's character. We believe in doing what’s right, not what’s easy. This spirit carries into every facet of our business.
Role overview:
As a Customer Success Specialist at Jurny, you will play a crucial role in ensuring the success and satisfaction of our customers. You will serve as the primary point of contact for our valued clients, developing strong relationships, providing proactive support, and promoting the use of our products and services. Your mission is to bring smiles to our customers' faces by delivering unparalleled customer experiences.
Key Responsibilities:
- Serve as the primary point of contact for Jurny customers, offering exceptional support and assistance in online calls and emails.
- Develop and nurture strong relationships with both internal and external stakeholders.
- Manage the onboarding and training processes for new clients, ensuring a seamless transition to our services.
- Work diligently to ensure customers achieve a rapid time-to-value with our products and services.
- Keep clients engaged and encourage regular product usage by providing insights and recommendations.
- Build customer loyalty and reduce churn rates through proactive relationship management.
- Maintain a "high-level view" of the entire customer support process to identify areas for improvement.
- Advocate for customers' needs and requirements within the organization.
- Foster a customer-centric culture within our company to prioritize customer success.
- Resolve customer issues promptly and effectively to ensure customer satisfaction.
- Document new information and create guides following established guidelines.
- Escalate issues to the onboarding team, engineering team, and management as needed.
Requirements:
- Minimum of 1-2 years of experience in a Customer Success Specialist role or as an Account Manager.
- Fluency in written and spoken English is mandatory.
- Exceptional oral and written communication skills and a knack for problem-solving.
- Strong understanding of customer success principles and best practices.
- Proactive and eager to learn.
- Highly organized and detail-oriented to manage multiple customer relationships effectively.
- Comfortable interacting with customers through various channels, including phone, email, Slack, and more.
- Experience working with SOPs (Standard Operating Procedures) and SLAs (Service Level Agreements).
- Access to a stable internet connection with a minimum speed of at least 60 Mbps.
- Proficiency in Spanish and proficiency in other languages is a valuable plus.
Location: MEXICO / LATAM / Philippines
At Jurny, we are proud to be an equal-opportunity employer, celebrating diversity and fostering an inclusive environment where all team members feel valued and heard.