Customer Success Coordinator, Americas
hace 3 horas

Preferred locations : Mexico, Colombia, Peru, Puerto Rico, Argentina, Chile, Bolivia

Job Summary

Our ecosystem of Community Leaders are crucial to the success of Techstars Startup Weekend and Techstars Startup Week, therefore delighting and exciting them is paramount to delivering exceptional events.

The Customer Success Coordinator is responsible for developing customer relationships with our Community Leaders in the Americas region (Latam and USA / Canada) that promote retention and loyalty.

The role is to work closely with our Community to ensure they are highly satisfied with Techstars support and to improve upon areas of dissatisfaction.

This role works closely with the Community regions team, and customer service teams to ensure end to end customer satisfaction.

This is a structured role with clear objectives and outcomes, and the role will leverage email automation to ensure delivery of all content, training and onboarding for Communities to run successful events.

We are looking for a person who is an excellent communicator in both Spanish and English, is highly organised, and can manage multiple tasks independently.

Responsibilities and Duties :

  • Be the primary contact and advocate for approximately 300 events at any given time
  • Support community leaders through their event planning life cycle
  • Onboard and train new community leaders, and pair facilitators to events
  • Proactively engage organising teams who are at risk
  • Field technical or other issues / enquiries and send them to our support desk
  • Analyse event data and areas of friction and work with the team to put measures in place to make improvements
  • Support internal training of team members
  • Support with refining and improving Customer Success processes and systems
  • Manage some internal operational projects relating to community events
  • Work with our internal tools and systems; including Salesforce, our internal ticketing platform, email automation platforms, and other Techstars-specific tools
  • Qualifications and Skills :

  • Bachelors Degree from an accredited college or university or equivalent professional experience preferred
  • 1-4 years experience in a fast paced operational, or project / program management customer facing role preferred
  • Highly organised. Work reliably through systemised tasks without losing focus or drive
  • Work as part of the team to ensure consistent, exceptional service at scale
  • Proven attention to detail, analytical and problem solving skills, able to use data to inform decisions and build repeatable processes
  • Strong writing and communication skills, especially interpersonal and customer service skills
  • Must be wholeheartedly empathetic towards internal and external stakeholders
  • Enjoys working with a variety of people and communication styles; is people-oriented, supportive and adaptable
  • Fluent in Spanish and English (spoken and written)
  • About Techstars

    The Techstars worldwide network helps entrepreneurs succeed. Founded in 2006, Techstars began with three simple ideas entrepreneurs create a better future for everyone, collaboration drives innovation, and great ideas can come from anywhere.

    Now we are on a mission to enable every person on the planet to contribute to, and benefit from, the success of entrepreneurs.

    In addition to operating accelerator programs and venture capital funds, we connect startups, investors, corporations, and cities to help build thriving startup communities.

    Techstars has invested in more than 2,200 companies that today have a combined market cap valuation of $29 Billion.

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