Client Success Representative

Cloudstaff; Bogotá ciudad; Híbrido; COP 22.320.000 - 39.060.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance (EPS)

Pension Coverage

Family Compensation Fund (CCF)

Occupational Risk Insurance (ARL)

Premium Health Insurance

Life Insurance

Flexible Work Setup - Hybrid/On-site/(

Dream Points Program

Growth Opportunities

Descripción de la vacante

Cloudstaff is seeking a Client Success Representative to join our team in a hybrid morning-shift role. You will help onboard clients, educate them on our products, and build strong relationships to promote retention and loyalty.

Ideal candidates have 3-5 years in customer service or client success, with excellent communication and problem-solving skills. Collaboration with Sales, Retention, and Compliance is essential.

Formación

• 3-5 years of experience in customer service, sales, client success, or similar roles.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and use insights to make informed decisions.
• Experience with CRM tools (e.g., Forth).
• Empathy and a client-focused mindset.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Experience in debt settlement, financial services, or similar industries, highly preferred.

Responsabilidades

• Proactively schedule client onboarding calls by confirming availability, coordinating within the scheduling software.
• Guide new clients through the onboarding process, educating on value and benefits of the company’s products or services.
• Foster strong client relationships to promote retention and satisfaction while prioritizing client needs.
• Execute personalized strategies with clients considering leaving the company to address concerns.
• Respond promptly to client inquiries, resolve problems, and coordinate with internal teams for swift resolution.
• Maintain detailed records of client interactions in the CRM per company standards.
• Monitor client activity, payments and feedback to identify at-risk accounts.
• Conduct proactive outreach to at-risk clients and accept hot transfer calls from sales.

Conocimientos

Customer service

Problem solving

Communication

Data analysis

CRM proficiency

Multi-tasking

Collaboration

Debt settlement knowledge

Educación

Experience: 3-5 years in customer service or related roles

Herramientas

Forth

Descripción del empleo

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Client Success Representative to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role?

Role: Client Success Representative

Work Arrangement: Hybrid

Schedule: Morning Shift

To succeed in this position, candidates should have natural tenacity and ability to exceed in a performance-driven environment. They will have a passion for providing leading customer service with exceptional communication and problem-solving skills. This role focuses on client engagement, problem resolution, and improving client satisfaction to drive loyalty and long-term success

Key Responsibilities

• Proactively schedule client onboarding calls by confirming availability, coordinating within the scheduling software.
• Guide new clients through the onboarding process, maintaining an in-depth understanding and education of the value and benefits of the company’s products or services.
• Foster strong relationships with clients to promote retention and satisfaction while prioritizing their needs, goals, and challenges.
• Execute personalized strategies directly with clients who are considering leaving the company, addressing client concerns and improving satisfaction.
• Respond promptly to client inquiries, resolve problems, and coordinate with internal teams for swift resolution to anticipate needs and address concerns before they elevate.
• Maintain detailed records of client interactions, resolutions, and outcomes in the CRM system in accordance with company standards.
• Monitor client file activity, payment schedules and feedback to identify at-risk accounts.

Additional / Role-Specific Responsibilities

• Conduct proactive outreach to clients identified as being at risk of cancellation.
• Accept hot transfer calls from sales representatives to schedule onboarding appointments.
• Review client files for completeness and identify missing documentation.
• Participate in department initiatives designed to improve client experience and operational efficiency.
• Crosstrain to provide support across multiple Client Success functions.

Performance & Accountability

• Complete all assigned tasks, follow-up activities, and client outreach within required service-level agreements.
• Maintain departmental targets for onboarding show rate, first payment success, and client engagement.
• Accurately document all client interactions, account updates, and case notes in the CRM immediately following each interaction.
• Maintain quality assurance scores that meet or exceed departmental standards.
• Build trust by maintaining professionalism, accuracy, and timely communication throughout the onboarding process.
• Adhere to scheduled shifts, breaks, lunches, and AUX status requirements.
• Collaborate effectively with Sales, Retention, Client Activation, Compliance, and other internal teams to ensure seamless client experience.
• Staying current on company policies, procedures, and product updates.
• Demonstrate flexibility by supporting new initiatives, special projects, and changing business needs.

Knowledge & Skills

• Ability to remain patient, empathetic, and solution-oriented when assisting clients.
• Customer-first mindset with a focus on client retention and satisfaction.
• Ability to manage multiple client files simultaneously while meeting deadlines.
• Ability to follow established workflows and standard operating procedures.
• Proficiency with CRM systems and client management software.
• Willingness to support coworkers and cross-functional departments.
• Ability to educate clients while setting realistic expectations.

Qualifications and requirements

• 3-5 years of experience in customer service, sales, client success, or similar roles.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and use insights to make informed decisions.
• Experience with CRM tools (e.g., Forth)
• Empathy and a client-focused mindset.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Experience in debt settlement, financial services, or similar industries, highly preferred.

As part of your contract, we ensure all legally mandated benefits are covered—because your well-being is our priority! Here's what you can count on:

• Health Insurance (EPS)
• Pension Coverage
• Family Compensation Fund (CCF)
• Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond

We believe in giving more than just the basics. With us, you’ll enjoy:

• Premium Health Insurance (Prepagada)
• Life Insurance, starting from your 16th day with us.
• Flexible Work Setup options—Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
• Access to the CloudStaff Dream Points Program.
• Exciting Growth Opportunities to fuel your career aspirations

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.