Bilingual Customer Service Agent - Salesforce

Do you have at least 2 years of experience providing exceptional customer service and an advanced level of English ? We invite you to be a key player in our Customer Operations team.

If you've worked with Salesforce, this is your opportunity.

Key Duties

• Lead the full customer renewal cycle, from quoting and contract management to final approval, ensuring every step meets our high standards.
• Be a guardian of our ARR, ensuring every renewal drives growth and complies with internal policies.
• Proactively provide renewal proposals, giving our customers the peace of mind they need.
• Monitor and communicate changes in our recurring revenue, playing a key role in financial strategy.
• Negotiate pricing agreements that benefit both the customer and the company.
• Maintain data accuracy in our CRM systems; your attention to detail is vital.
• Be the voice and ears of our customers, providing expert support via phone and email for licensing, billing, or sales inquiries, always collaborating with internal teams (Sales, Customer Success, Support) for a seamless experience.
• Be a retention strategist, handling cancellation requests and coordinating efforts to save renewals and resolve any customer concerns.
• Monitor the "health" of your assigned customers, using key indicators to anticipate and resolve risks.
• Seek upsell opportunities and ensure overall customer satisfaction throughout their cycle.
• Ensure an impeccable welcome for our new customers, guiding them through their onboarding process.
• Assist with export license requests and other special projects.