Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 175,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours.
Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions.
Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making.
Delivering exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for five consecutive years.
Currently, we are looking for a skilled Customer Success Associate to join our team in Colombia. In this role, you will provide exceptional post-sales support to our global clients, ensuring smooth onboarding, upgrades, renewals, and fostering long-term relationships. Leveraging your sharp analytical mindset and outstanding communication skills, you will understand client needs and translate them into actionable solutions.
This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You will directly enhance customer satisfaction and retention, supporting our global scaling.
Research and study new clients to identify their expected value from the product
Conduct kick-off (onboarding) training for new clients
Engage with clients through their product journey and ensure an appropriate experience to increase adoption and retention
Renew and client subscriptions based on their current needs
Support clients through email when they have a question or a concern
Conduct exit interviews with churned clients
Monitor client activity in the VDR, anticipating potential issues, and promptly address them to maintain high client satisfaction
Perform regular check-ins to probe the client for additional needs and assist with possible issues
Drive the referral program by securing satisfied client reviews and testimonials
Establish and nurture strong client relationships to enhance loyalty
Participate in project activities to improve the Customer Success Process or introduce new customer success initiatives
Fluency in English (C1)
At least 1 year of work experience in account management, customer success, or client-facing roles
Customer-driven personality with strong empathy and emotional intelligence
Excellent communication, relationship-building, and presentation skills with the ability to adapt communication style to diverse clients and needs
Analytical skills with attention to detail to solve challenges effectively
Enthusiasm for working in a multicultural environment with a commitment to professional development
Proactive attitude and strong work ethic, with a readiness to take on additional tasks as needed
SaaS Industry experience
Screening call with the Talent Acquisition Specialist (30 min)
Writing task (30 min)
Role pay (45 min)
Competency-based Interview with the Talent Acquisition Specialist (40 min)
Hiring Manager interview (60 mins)
We highly value our people, so we will empower you with all the resources and support to help you reach your full potential.
Remote-first flexibility to shape your ideal workday
Home workplace budget
Co-working expense coverage
Individual IT budget for extra equipment
Top-tier tech and AI-powered tools
Access to Ideals Academy with numerous courses
Investment in external L&D activities
Guidance in Personal Development Plan creation
Professional literature and subscriptions coverage
Support of your passion as a speaker or writer
Internal talent mobility opportunities
Tailored Wellness Package for your physical and mental health
Funding for sports competitions
Paid health-related time-off
Team-building offline and online events
Budget for local gatherings in global locations
Generous internal referral program
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iDealsTM Solutions is a global provider of secure online file management services. Our flagship product is iDealsTM VDR, a next-generation service-supported virtual data room that is used by companies and leading advisors in over 30 countries. Since our founding in 2008, iDealsTM has focused on developing a diversified base of satisfied clients in both the developed and emerging markets. We have offices in New York, Miami, London, Kiev, Moscow, and Hong Kong. For further information, visit the iDealsTM Solutions website (www.idealscorp.com) or contact the nearest office in your region.
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