Customer Success Specialist (Spanish & English speaking)

Customer Success Specialist (Spanish & English speaking)

Location: Spain

🚀About Xolo:

Here at Xolo, we believe that being an entrepreneur needs to be simpler. We are removing the bureaucratic part from the equation for our customers, enabling people all around the world to build businesses and live life on their own terms. Over the past 9 years, we have picked the best components of the European ecosystem and created a self-service based and highly automated company management solution that enables our clients to focus on creating value for their business whilst we take care of the administrative part. Xolo has an international team of over 100 professionals who are all dedicated to our mission: making solopreneurship better than employment 🚀

💡About the role:

The Customer Success Specialist (CSS) role at Xolo embodies a multifaceted role, seamlessly integrating customer success principles with proactive sales strategies. Serving as the primary point of contact for customers, the CSS leverages their expertise to understand client needs, address concerns, and facilitate successful onboarding experiences. Moreover, equipped with in-depth product knowledge and a keen understanding of customer pain points, the CSS adopts a consultative sales approach. This entails identifying opportunities to upsell or cross-sell additional products or services that align with the customer's goals and enhance their overall experience. 

✍️ As a Customer Success Specialist at Xolo, you will:

Sales & Growth 

• Proactively engage with leads through callbacks, emails, and outbound efforts, identifying new prospects and nurturing them through the sales funnel.
• Have a deep understanding of our plans and add-on services to educate and support potential leads, managing inbound leads, and qualifying them based on criteria.
• Optimize the sales funnel and ensuring a seamless experience for new customers to drive exceptional customer satisfaction.
• Explore new sales strategies when necessary, such as seeking out new expat communities, working on social selling initiatives or identifying potential partnerships.
• Upsell and cross-sell additional products/services by identifying customer needs and evaluating suitable alternatives.

Onboarding & Customer Support

• Work on multiple Xolo products based on the company's needs.
• Conduct group onboarding sessions for our customers.
• Balances service with efficiency during customer interactions. Steer the call/ticket/chat to ensure that the focus remains on the relevant details of the request. Use available tools (e.g. templates, shortcuts, multitasking) to manage time and maximize availability for the next customer.
• Ensure timely resolution of customer issues and implement strategies for retention and growth.
• Own customer satisfaction and complaints by contacting NPS neutral or detractors and replying to customer reviews when needed.
• Maintain and analyze metrics and customer satisfaction data to assess performance and improve strategies.
• Offer feedback to enhance internal processes, update Confluence pages as the process/product develops, and when needed help create resources (articles, videos, tutorials) to facilitate customer onboarding and product usage.

🔎 You are the one we are looking for if:

• You thrive on building and nurturing relationships with customers, understanding their pain points, and providing tailored solutions.
• You have a minimum of 3 years of experience with a proven track record of exceeding sales targets and driving revenue growth through proactive outreach and lead qualification.
• You possess strong communication and negotiation skills, allowing you to effectively convey the value proposition of our products and services.
• You are proactive in identifying upsell and cross-sell opportunities, maximizing the lifetime value of each customer.
• You are results-driven and thrive in a fast-paced, target-driven environment, constantly seeking ways to improve and optimize sales strategies for maximum impact.
• You are fluent in Spanish and English (written and spoken).  Knowledge of an additional language is a plus.

⭐️ Why Xolo?

• We invest in your well-being: From 23 days of annual leave to your choice of health insurance or a sports membership, a one-time home office setup bonus, and a monthly remote work allowance — we make sure you’re supported, comfortable, and ready to thrive.
• A team of Mavericks: We aspire to challenge the norm by encouraging bold thinking and embracing the unconventional. As a member of our team, you’ll have the freedom to take risks, explore new ideas, and challenge the status quo.
• We run like Clockwork: While we champion innovation, we also believe in operational excellence. Our processes are designed to be smart, efficient, and finely tuned.
• Our Big-hearted nature: You’ll work alongside mission-driven individuals who not only bring brilliance to the table but also lead with empathy. We believe that great work is built on strong relationships, and we’re always ready to help, listen, and grow together.
• At Xolo, autonomy isn’t a perk—it’s a given: We trust you to decide when and where you work. We value your autonomy and offer the flexibility to shape your workday in a way that suits your lifestyle. 

📝Xolo interview process:

Our interview process is designed to ensure a great fit for both you and the company. It typically includes a screening call, an interview with the hiring Manager, and a final stage interview.

Sounds like your cup of tea? We would love to hear from you! Please submit your CV and application details in English.