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CUSTOMER SUCCESS SPECIALIST

About Toolbox

Toolbox is a Technology company founded in 2013. Our Vision is to Become the fastest Technology Solutions Provider across industries and our Mission is to “Act as the key business partner across industries by enabling the generation of new profitable business through the use of our unique know how to develop technology”. We deliver SPEED.

Our current successes are in the online TV industry. We provide a wide range of products covering User Authentication & Authorization Services, Content Aggregation & Distribution and App Development for End Users, aimed to Content Providers and Multiple Services Operators.

We are a product company, our goal is to guide and accompany market development, building solutions which can be leveraged by as many clients as possible. Our products are used by hundreds of Content Providers and Service Operators in the five continents: FOX, TURNER, DIRECTV and VIACOM among them. 90% of internet traffic related to Online TV in Latin America goes through Toolbox

We expect you to:

  • Be the first point of contact for customers on solutions engineering, training, product enhancement, etc. and lead cross-functional efforts to identify and solve technology, data and technical implementation/platform set up issues.
  • Speak about client success stories and advise a range of clients on their data strategy and tech infrastructure.
  • Collaborate with the team to educate and train clients/agencies on how best to implement and optimize Toolbox’s Platform products.
  • Implements customer engagement/ communications plans, including, for example, handling of complaints; problems and issues; managing resolutions. Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management. Helps develop and enhance customer relationship.
  • Understands the basic principles of digital marketing, and the range of tools for planning, implementing, and monitoring their application on behalf of the organizations. Contributes to web and digital marketing and communication planning and implementation activity and suggests creative and innovative ideas for campaigns. Monitors results of web marketing and digital communications. Understands the key messages for both internal and external audiences.

Duties and Responsibilities:

  • Generate Commercial Proposals
  • Prepare Business Cases / Business Epics and Quotes.
  • Follow up on Customer demand & requests.
  • Provide Training to Customers on Toolbox’s Solution Capabilities.
  • Provide Proactive proposals of usage of the current services hired by Customers
  • Generate Training Documentation (Video, Presentations, Confluence Documentation).
  • Inform to Customers on New Releases / Functionalities.

Requirements:

  • 3 years of experience in account management, client service or consulting experience working at a SaaS tech product company. 
  • Ability to speak and write English and Spanish fluently and idiomatically. Portuguese is a plus.
  • Experience working with remote cross-organization teams and collaborating with different functional areas like Engineering, Operations, Product and Marketing.
  • Familiar knowledge in tools like Jira, Axo Software, Trello.
  • Strong product demo, data reporting, documentation and presentation skills. 
  • Familiar with B2B business models and pricing plans.
  • Familiar with Agile methodology project management.
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