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Customer Success Associate
Colombia
Factored was conceived in Palo Alto, California by Andrew Ng and a team of highly experienced AI researchers, educators, and engineers to help address the significant shortage of qualified AI & Machine-Learning engineers globally. We know that exceptional technical aptitude, intelligence, communication skills, and passion are equally distributed around the world, and we are very committed to testing, vetting, and nurturing the most talented engineers for our program and on behalf of our clients.
We are looking for a dynamic and detail-oriented Customer Success Associate to join our team! In this role, you will be the key point of contact for our clients, ensuring seamless communication, high satisfaction, and long-term success. You'll play a crucial role in managing the interview process, maintaining CRM data integrity, and optimizing processes to enhance client experience. If you're a proactive problem-solver with a passion for building strong relationships and driving efficiency, we’d love to hear from you!
Functional Responsibilities:
- Customer Satisfaction and Retention: Act as a key liaison between clients and Factored, ensuring high levels of satisfaction, resolving concerns promptly, and fostering long-term relationships.
- Provide onboarding, training, and ongoing support to maximize adoption of our services and usage.
- Monitor customer health metrics and proactively address potential churn risks.
- Collaborate with sales, product, and support teams to enhance the overall customer experience.
- Advocate for customer needs internally, influencing product development and improvements.
- Conduct regular business reviews and provide actionable insights to customers.
- Maintain accurate customer records, interactions, and feedback in CRM tools.
- Own the Interview Process: Manage interview scheduling and logistics, ensuring seamless communication between clients and engineers, keeping all parties informed, and guaranteeing a timely and efficient process.
- Resume Management: Ensure timely submission of resumes to clients, verifying that they are up-to-date and aligned with client needs.
- Process Optimization: Proactively identify opportunities for process improvement, suggesting and implementing innovative solutions to enhance efficiency and client experience.
- Cross-functional Collaboration: Work closely with internal teams to provide insights, ensure alignment on client expectations, and contribute to the continuous improvement of our customer success operations.
- Serve as a liaison between Account Management and Legal teams to ensure smooth communication and alignment on customer agreements and compliance.
- Help Identify Upselling and cross-selling opportunities.
Qualifications:
- Recent graduates or early-career professionals eager to launch their careers in customer success, sales operations, or client support.
- Exceptional communication skills in English, both written and verbal, to engage effectively with clients and internal stakeholders.
- Proactive problem-solving abilities and a customer-first mindset.
- Experience with CRM tools (e.g., HubSpot, Salesforce) and customer success platforms.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Strong organizational skills with the ability to prioritize tasks in a fast-paced environment and adapt quickly to changing priorities.
- Proactive and self-motivated mindset, demonstrating initiative and ownership in driving processes forward.
- A keen interest in AI and data, with a desire to learn and grow within the tech industry.
- A detail-oriented approach is used to ensure accuracy in documentation, client interactions, and process execution.
- Collaborative and customer-centric attitude, committed to delivering outstanding experiences to clients and engineers alike.
- Industry-specific experience is a HUGE plus.
#LI-REMOTE
At Factored, we believe that passionate, smart people expect honesty and transparency, as well as the freedom to do the best work of their lives while learning and growing as much as possible. Great people enjoy working with other passionate, smart people, so we believe in hiring right, and are very selective about who joins our team. Once we hire you, we will invest in you and support your career and professional growth in many meaningful ways. We hire people who are supremely intelligent and talented, but we recognize that intelligence is not enough. Perhaps more importantly, we look for those who are also passionate about our mission and are honest, diligent, collaborative, kind to others, and fun to be around. Life is too short to work with people who don’t inspire you.
We are a transparent workplace, where EVERYBODY has a voice in building OUR company, and where learning and growth are available to everyone based on their merits, not just on stamps on their resume. As impressive as some of the stamps on our resumes are, we recognize that human talent and passion exist everywhere, and come from many backgrounds, so stamps matter much less than results. All of us are dedicated doers and are highly energetic, focusing vehemently on execution because we know that the best learning happens by doing. We recognize that we are creating OUR COMPANY TOGETHER, which is not only a high-performing fast-growing business but is changing the way the world perceives the quality of technical talent in Latin America. We are fueled by the great positive impact we are making in the places where we do business and are committed to accelerating careers and investing in hundreds (and hopefully thousands) of highly talented data science engineers and data analysts.
In short, our business is about people, so we hire the best people and invest as much as possible in making them fall in love with their work, their learning, and their mission. When not nerding out on data science, we love to make music together, play sports, play games, dance salsa, cook delicious food, brew the best coffee, throw the best parties, and generally have a great time with each other.
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