Client Success Specialist

At Wursta, we believe technology should expand what people are capable of — not quietly erase what they are for. Buying the technology is the easy part; Wursta builds the operating system that turns technology investment into value you can measure — combining governance, workforce proficiency, and platform delivery, and then transferring the system to our clients' own teams. We specialize in digital transformation, cloud services, managed services, custom development, cybersecurity, and AI solutions to help organizations scale capabilities and increase productivity.

Why Wursta?

At Wursta, we hire motivated people and give them autonomy, training, and resources to solve problems for our clients and deliver excellent results. We focus on generating value and are obsessed with internal and external improvement and growth. And our results speak for themselves. We have created a new breed of consultants and technical experts in the enterprise cloud industry that combine strong technical know-how with ingenuitive and effective process improvements.

We offer a holistic, collaborative approach to Cloud productivity that is focused on customer success. Customer success means helping our customers thrive by improving user adoption experience, anticipating, and proactively solving problems, bringing ingenuity to the market, and increasing efficiency both internally and externally.

Responsibilities:

• Client Success & Support: Deliver technically skilled customer service and support for Google Workspace and GCP (Google Cloud Platform) to Wursta customers across LATAM (Ecuador and El Salvador)
• Service Excellence: Ensure speed, quality, and customer happiness while delivering a world-class support experience
• KPIs & Performance Analytics: Analyze statistics, data, and Key Performance Indicators (KPIs) to evaluate customer service levels, define benchmarks, and ensure successful adoption of products and services
• Customer Engagement & Problem Solving: Maintain direct contact with customers through telephone, email, and video calls; conduct surveys; develop procedures and standards; and investigate and resolve escalated technical issues
• Operational Support & Cross-Functional Collaboration: Work interdepartmentally with Support Leaders and teams to coordinate capacity, align on service priorities, and support customer needs on a global scale
• Continuous Improvement: Collaborate with customers leadership to provide operational feedback, participate in team alignment meetings, and contribute to continuous service improvements
• Continuous Learning: Actively update job knowledge and technical expertise through ongoing learning and professional development opportunities
• Coordinate with project team, client stakeholders, 3rd party providers to ensure informed and efficient fulfillment of project objections.
• Create, maintain, and distribute informative progress reporting that drives successful and collaborative project execution.

Required Skills:

• 3+ years of experience in Sales or Account Management (Saas or Tech)
• Proficiency in Google Workspace Products, Gemini Tools, and knowledge of competitors
• Timecards and Expenses Submitted at the end of each week
• Excellent verbal and written communication skills
• Ability to handle multiple competing priorities in a fast paced environment
• Contribute to the growth of Wursta by owning and developing at least one new offering per year

INTERVIEW PROCESS

At Wursta, we're all about positive experiences and creating value. We move fast and adapt to change like nobody's business. Here's what you can expect:

1. Work Style Survey: A brief survey to help us learn more about your work style.

2. Initial Screen: A 20-30 minute chat with our hiring coordinator to see if we’re a good fit.

3. Meet your Manager: A 45-minute deep dive into the role and team with the hiring manager.

4. Meet your Peers: A 60-minute session with the team to see the dynamic and ask questions.

5. Interview with Senior Leadership: A 45-minute conversation with an executive leader regarding skills and company vision.

6. Get a Decision: We typically get back to you within the week regarding next steps.

EQUAL EMPLOYMENT OPPORTUNITY

Wursta provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.