Enterprise Support Advocate | Bilingual (CS & Escalations)

trellix; Bogotá ciudad; Presencial; COP 60.000.000 - 100.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Retirement plans

Medical, Dental & Vision coverage

Paid time off

Paid parental leave

Community involvement

Descripción de la vacante

Trellix is seeking a Thrive Support Advocate to serve as a primary escalation point for large enterprise accounts, ensuring customers maximize the value of their support services and maintain visibility into their experience.

The role emphasizes non-technical customer success or account management with strong communication, reporting, and collaboration skills in a B2B SaaS environment. Fluency in English and Spanish is required; Portuguese is a plus.

Formación

• Role Type: Non-technical customer success or account management professional, but a technical background is a plus.
• Core Competencies: Account management, clear communication, analytical reporting, organizational skills, conflict resolution, and strong interpersonal skills.
• Experience managing complex Enterprise accounts in B2B SaaS.
• Weekend and On-call: Rotational shifts as needed.
• Must be fluent in English and Spanish. Portuguese is a plus.

Responsabilidades

• Primary Operational Escalation Point: Serve as the primary contact for non-technical support inquiries, operational issues, and service escalations.
• Regular Account Reporting: Prepare and deliver reports covering service request statuses, ticket health, flex credit consumption, and operational best practice recommendations.
• Flex Credit Management: Collaborate with account teams to guide the optimal consumption of Flex Credits, maximizing cross-service adoption and return on investment.
• Cross-Functional Collaboration: Partner closely with Support resources, Engineering resources and account teams to provide a unified support experience.
• Customer Best Practices: Assist customer teams in adopting operational best practices to streamline support interactions and improve overall platform satisfaction.

Conocimientos

Account management

Communication

Analytics & reporting

Organizational skills

Conflict resolution

Interpersonal skills

Enterprise accounts

B2B SaaS

English & Spanish fluency

Descripción del empleo

Trellix is seeking a Thrive Support Advocate to serve as a primary escalation point for large enterprise accounts, ensuring customers maximize the value of their support services and maintain visibility into their experience.

The role emphasizes non-technical customer success or account management with strong communication, reporting, and collaboration skills in a B2B SaaS environment. Fluency in English and Spanish is required; Portuguese is a plus.