Customer Success Representative (LATAM, CSR, Bilingual) at OneSpan

| Chicago
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As a OneSpan a Bilingual Customer Success Representative (CSR) for LATAM, you are responsible for working close with the Account Executive's and Mid-Market Sales Representative’s in the retention, adoption and growth of their portfolio of customers, providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction. 

As a CSR, you will develop relationships with your portfolio of customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals.  Leveraging this customer knowledge, you will provide adoption, industry and implementation best practices and personalized recommendations to ensure your Account Manager's customers maximize value from their investment in OneSpan.

You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.

Responsibilities
  • Develop a trusted advisor relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized.
  • Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
  • Work hand in hand with your Sales team customers to ensure they are leveraging the solution and achieving success and engaging Professional Services resources as necessary.
  • Onboard customers and ensure adoption.
  • Monitor and identify trends on adoption and utilization, and provide guidance to customers.
  • Collaborate with your RSM and MMSR to ensure growth attainment. Aid RSM & MMSR and work with them to help get customer live, get customer success, adopt technology and retain customer.
  • Identify and assess renewal risks for customers’ license, maintenance and subscriptions and collaborate with internal teams to ameliorate.
  • Assist with high priority requests or issue escalations as needed.
  • Promote positive working relationships with all internal and external customers.
Profile
  • 2 + years successful relevant work experience in one or more of the following: technical support, account management, project management or consulting, sales – ideally with Salesforce CRM or related applications in a SaaS environment
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Ability to work cross-functionally with other departments.
  • Aptitude both for analyzing technical concepts and translating them into business terms and for mapping business requirements to technical features.
  • Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
  • PC, MS Office, Salesforce CRM, Windows, e-mail and typing skills are needed to perform daily work functions
  • Excellent Spanish communication skills, both written and verbal
  • Flexibility in work (shift) schedule.
  • Experienced and comfortable in a fast-paced, high performance, start-up, open concept team environment.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries

Location

Our company is in the heart of downtown with easy access to public transportation, bars and restaurants. Plus we have amazing views!!

An Insider's view of OneSpan

What's something quirky about your company?

My co-workers are not just those sitting next to me. I collaborate with people from around the world on a daily basis.

Tim

Website Manager

What does your typical day look like?

Some days, even before 9 a.m., I’ll speak to a product manager in France, a sales rep in Turkey, a marketing colleague in Montreal, and a business solutions manager in Belgium. I’ve never had the pleasure of working with such a wide variety of people and cultures. It makes OneSpan truly unique in my career.

Sam

Product Marketing Manager

What are some things you learned at the company?

Collaboration is key. Cross-departmental meetings are designed to help us align on challenges. We all unite to overcome any difficulties, where it feels like I’m helping them as much as they are helping me. Working together is one of OneSpan’s biggest values. Not only does the company preach teamwork, but it really values it.

Richa

Enterprise Data Analyst

What is your vision for the company?

We will transition from software-based offering to a services offering, this will allow our customers to consume ID verification and authentication in simple and cost-effective way. Our ability to keep up and excel in the delivery of security-as-a-service will require a concerted effort by the company and its people to be increasingly agile.

Scott

Chief Executive Officer

What makes someone successful on your team?

A passion for teamwork and desire to work collaboratively with a focus on the future; a strong desire to roll up their sleeves and think beyond their job description; a drive to put customers above all else; and a compulsion to learn and grow rather than maintain the status quo.

Tracy

Chief Human Resources Officer

What are OneSpan Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Beer & wine happy hours!
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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