Customer Success Specialist

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

Be part of an environment where you can contribute with your creativity, knowledge, and skills. We are the #TechnologyofthePossible; together, we can drive innovation and become leaders in the technology industry while creating exceptional experiences for our clients.

We are Evertec, a leading technology and transaction processing company with a presence in more than 11 countries and serving clients in 26 countries across Latin America and the Caribbean. Our main solutions include payment acquisition for digital commerce, transaction processing, and technological solutions for businesses.

Are you ready to shine?

As a Customer Success Specialist

• 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.

Education and Experience required:

• Bachelor’s degree in Business Administration, Marketing, Finance, Information Systems, or a related field.
• Three (3) to Five (5) 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.
• Project Coordinator, previous experience is highly preferred.

Knowledge and skills required:

• Highly customer service-oriented.
• Proven ability to manage client relationships and deliver results in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Demonstrates a strong commitment to understanding and meeting client needs.
• Ability to connect client objectives with solutions and long-term value.
• Takes ownership of client outcomes and follows through on commitments.
• Excellent verbal and written communication skills, with the ability to present to diverse audiences.
• Ability to thrive in a fast-paced, dynamic environment.
• Must be able to work independently as well as part of a team.
• Must demonstrate analytical, logical, and reasoning skills.
• Bilingual (English and Spanish).

Working Hours:

Monday to Friday from 8:00 am to 5:00 pm or 9:00 am to 6:00 pm

Available to work extended hours, weekends, and/or holidays as needed, and the availability to travel as required, supporting projects in the region.

• Medical Insurance
• Talent Referral Program
• And much more

What can you expect when being part of #TeamEvertec?

You will belong to an agile and proactive team that understands and anticipates needs to achieve objectives.

You will join a culture of continuous improvement and innovation, where we always seek creative ways to exceed expectations.

Your well-being is our priority; we promote an environment where you take care of yourself and others, including your family.

Our teams are collaborative environments where every voice is heard and respected on the path to common success.

Leave a unique mark and make a significant impact on each of the projects you take on.

Join us and take your talent to the next level!

Evertec Group, LLC is an Equal Opportunity and Aff…