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Customer Service Representative - Puerto Rico

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BrainHiBlanding, UT
  • A BrainHi Customer Success Associate creates strong long-term relationships with our customers.
  • The Customer Success Associates role is to onboard and own a portfolio of assigned customers, develop new business, up-sells and renewals, from existing customers and actively seek new sales opportunities.
  • Give the official welcome to new customers and gather key information required to complete the onboarding.
  • Set up implementation timelines with the customers.
  • Maintain and manage the implementation timelines given to the customers.
  • Lead training sessions and guide users on their path to autonomy.
  • Identify key users of the solution and build strong relationships with them.
  • Participate in implementation calls with the customer's technical team.
  • Set up third party integrations during onboarding.
  • Help the customers set up the platform (virtual receptionist, appointment management, and the rest of the product settings).
  • Review onboarding results with business' decision makers at the end of the onboarding process.
  • Work directly with customers over phone, chat, email, and videoconference to troubleshoot the software.
  • Be in charge of assigned customer's payments using our payment gateway system.
  • Engage clients in the use of the solution by providing dedicated and tailored support which aligns with their strategic business goals.
  • Create cases for issues and update customers on the cases' outcome.
  • Serve as the lead point of contact for all assigned customers.
  • Be the voice of the customer and provide internal feedback on how BrainHi's solution can be improved.
  • Manage churn requests and inbound support inquiries.
  • Contribute to a library of written and recorded support content and resources.
  • Excellent negotiation and presentation skills.
  • Proven account management or other relevant areas.
  • Proven ability to manage multiple projects at a time while paying strict attention to detail.
  • Excellent time and project management skills.
  • You're always looking to improve inefficient processes.
  • Keen attention to detail and adherence to deadlines
  • English and Spanish proficiency
  • Annual Performance Reviews

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