Bilingual Customer Success Strategist

Evertec; San Juan (PR); On-site; USD 48,000 - 68,000; Full time

Benefits offered by this job

Medical Insurance

Talent Referral Program

Job summary

Evertec is seeking a Customer Success Specialist to serve as the main contact for assigned clients in Puerto Rico. You’ll translate client goals into actionable success plans, drive product adoption, and lead regular reviews to uncover growth opportunities while mitigating churn.

Strong CRM and data analysis skills are essential in a fast-paced environment. Join a team focused on customer excellence, collaboration across Sales, Product, Operations, and Support, and ongoing professional

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Finance, Information Systems, or a related field.
• Three to five years of experience in Customer Success, Account Management, Client Services, or related roles.
• Experience managing customer relationships and developing success plans focused on customer retention and satisfaction.
• Experience using CRM platforms and data analytics tools to monitor account performance and customer health metrics.
• Knowledge of customer adoption, customer satisfaction, retention, and account growth metrics.
• Previous experience as a Project Coordinator is highly preferred.

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring a high level of engagement and satisfaction.
• Develop a deep understanding of client business objectives and align solutions to support their goals.
• Drive product adoption and usage by providing guidance, best practices, and ongoing support.
• Conduct regular client reviews (e.g., Quarterly Business Reviews) to assess performance, share insights, and identify opportunities.
• Proactively identify risks to customer satisfaction or retention and develop mitigation plans.
• Manage and coordinate the resolution of client issues, including escalations, in collaboration with internal teams.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver a seamless customer experience.
• Identify opportunities for account growth, including expansion of existing services, and collaborate with Sales as appropriate.
• Maintain accurate and up-to-date client action plans and engagement activities in CRM systems.
• Track and report on key customer success metrics, providing insights to leadership.

Skills

Customer service

Relationship management

Analytical skills

Communication skills

Team player

Bilingual English/Spanish

Education

Bachelor’s degree in Business Administration, Marketing, Finance, Information Systems, or related field

Tools

CRM software

Data analytics tools

Job description

Evertec is seeking a Customer Success Specialist to serve as the main contact for assigned clients in Puerto Rico. You’ll translate client goals into actionable success plans, drive product adoption, and lead regular reviews to uncover growth opportunities while mitigating churn.

Strong CRM and data analysis skills are essential in a fast-paced environment. Join a team focused on customer excellence, collaboration across Sales, Product, Operations, and Support, and ongoing professional