Client Success Specialist

Location: Remote - Anywhere in LATAM  

Job Type: Full-Time - Contractor

Compensation: USD

To be considered for this position you must have an advanced level of English & Spanish.

At GBS Group, we help entrepreneurs and executives create opportunities by building better businesses. We accomplish our mission by providing integrated business solutions to small and medium businesses. GBS Group has two (2) main areas of expertise:

• Start-up Services
• Financial & Tax Advisory
  

At GBS Group, our diverse team of multi-disciplinary consultants partners with our clients to ensure that they are accomplishing their business goals. GBS Group prides itself on providing high-quality services through a culture of empathy, understanding, and integrity with our clients. Our client’s success is our success. GBS Group has offices in Miramar, FL.

As part of this mission, we place our clients at the center of everything we do. As a Client Success Specialist, you will be the primary contact for existing clients, ensuring they receive top-notch service and solutions tailored to their needs. This role involves not only proactive relationship management but also handling inbound inquiries, resolving issues, and driving client success through consistent follow-ups and process improvements. You’ll be instrumental in maintaining client satisfaction, ensuring smooth interactions, and helping clients maximize the value of our services.

Key Responsibilities

• Client Communication & Service: Act as the main point of contact for client inquiries via phone, email, and chat, providing timely and professional responses. Coordinate internally to resolve any issues promptly and ensure excellent client service.
• Problem Resolution: Handle client concerns with care and urgency, ensuring swift resolution of issues. Use good judgment to resolve matters independently and escalate only when necessary.
• Onboarding and Support: Lead clients through a seamless onboarding process, guiding them on how to use our online tools and keeping them informed every step of the way. Provide ongoing support to ensure continued satisfaction.
• Proposals & Renewals: Facilitate and prepare proposals for both new and existing clients, manage renewals, and follow up on outstanding client requests or potential upsell opportunities. Ensure clients are informed and supported throughout the process.
• Continuous Improvement: Audit service processes to ensure adherence to best practices and drive improvements where gaps are identified. Proactively gather actionable feedback from clients and use it to refine service delivery.
• Cross-functional Collaboration: Work closely with internal teams to ensure client expectations are met and exceeded. Support other departments with administrative functions or special projects as needed.
  
  

Required Skills 

• Client-first mindset with a focus on building lasting relationships.
• Empathy and strong communication skills to understand and respond to client needs.
• Critical thinking and problem-solving abilities to address issues efficiently.
• Good judgment in decision-making without requiring constant managerial input.

Qualifications & Experience: 

• Advance level of English & Spanish
• Prior experience in customer service or customer success roles is a must.
• Bachelor’s degree in Administration, Finance, Accounting, or related field.
• Prior client-facing experience in accounting, tax, finance, or consulting firms, with familiarity in financial statements, accounting reports, or tax documents is a plus.
• Prior experience using HubSpot is a plus 
• Intermediate Google Apps & Microsoft Office skills (Outlook, Word, Excel, and PowerPoint)

If you are passionate about creating exceptional client experiences, driving process improvements, and helping clients get the most value from our services, we want you on our team!