Customer Success Analyst
About Voxy
Voxy, founded in 2010, is a trailblazing language training platform tailored to meet the specific language needs of international organizations. With a mission to enhance productivity, foster collaboration, and unleash human potential, Voxy has established itself as a global leader in the field of corporate language education. With a robust foundation and an ever-evolving vision, Voxy has supported corporate clients across 150 countries by delivering live language coaching led by certified instructors and an expansive library of role-specific courses that bridge critical soft and technical skill gaps.
Today, Voxy's impact spans the globe, with dedicated teams operating across multiple regions, including the United States, Brazil, Chile, Colombia, Mexico, Thailand, Spain, Italy, and Ireland. Originally focused on providing English language instruction, Voxy has evolved to offer an array of languages, including Portuguese, Spanish, Italian, German, and French, catering to a diverse range of learners.
We believe that learning a language should be fun, rewarding, and a gateway to the best experiences life has to offer. If you agree, we'd love to talk.
You can see more details about our values here (https://voxy.com/about/careers/)
- Empathize with every aspect of the customer journey/experience, putting customers' needs first.
- Understand customer's needs and help through the onboarding process
- Deliver adoption/engagement-related insights and readouts of specific customer outcomes in Business Reviews
- Coach customers to be Voxy product experts and train their teams on Voxy methodology so they become increasingly self-sufficient.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Partner with Key Account Managers to collaborate and communicate to ensure alignment on plans
- Work closely with Key Account Managers during renewal cycles, guaranteeing the right project being scoped for the renewal, ultimately driving high retention and engagement.
- Explore upsell and expansion opportunities with Key Account Managers to increase Voxy footprint within customers.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Help drive customer references and case studies.
- Compliance with Voxy's customer management tools to guarantee transparency of Customer Health and Customer Success Indicators.
- Preparing reports and business reviews to customers to generate visibility of program's performance
- 3+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization.
- Fluency in English is required. Spanish is a big plus.
- Project Management knowledge, Problem Solving and Negotiation skills.
- Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio. This includes taking ownership of all aspects of the client experience, proactively addressing challenges, and consistently meeting or exceeding client expectations.
- Tech-savviness, ability to work with spreadsheets, creating reports and Business Reviews for clients.
- Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus.
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Strong interpersonal skills and experience building strong internal and external relationships.
- Adaptability to dynamic environments.
- Consistent track record of highly professional customer service in a fast-paced, dynamic environment.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Bachelor's Degree
- Experience in directly interfacing with HR departments would be highly beneficial.
- Prior experience in the EdTech sector.
- Experience in managing education programs.
- You possess great communication skills, allowing you to effectively interact with customers and convey solutions clearly.
- You demonstrate high levels of empathy, enabling you to understand and address customer concerns with sensitivity and understanding.
- You enjoy solving problems and it enables you to identify and resolve customer issues promptly and efficiently.
- You showcase great time management and organizational skills, allowing you to prioritize tasks effectively and meet customer needs in a timely manner.
- You demonstrate strategic thinking, enabling you to anticipate customer needs and develop long-term plans for customer success.
- You are results-oriented, with a focus on achieving key performance indicators such as customer satisfaction, retention, and expansion opportunities.
- You are great in relationship building, fostering strong, trust-based connections with customers to drive long-term success.
- Competitive salary, bonus, and stock options
- Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
- Remote-friendly work policies
- Professional development budget
- Language classes w/ Voxy
- Work with an awesome international team of super bright, creative, talented, and passionate individuals based around the world
We believe in a workplace that is meant for everyone. Voxy is an equal opportunity employer.
Voxy believes that a creative, engaged and diverse team can transform the market and positively impact people's lives through education. We are sure that the mission of building the most effective way to learn English is done with a plurality of ideas and points of view, which is why we work to promote Diversity, Equity and Inclusion initiatives in our company.
In addition to training, benchmarking, and community partnerships, we also work in alignment with our internal DEI Committee.
As a reflection of our beliefs around inclusion in the workplace, our selection process has no restrictions; our goal is to assemble a diverse team that will help us be leaders in our market.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital, veteran, or disability status. Learn more about our DEI initiatives and ERGs by clicking here.
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