Job Description
Important Information
Location: Costa Rica
Work Mode: Hybrid
Job Summary
As a Senior Customer Implementation Specialist (19244), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.
Responsibilities and Duties
- Lead the end-to-end onboarding process for assigned customers, including account configuration, product training, phishing simulations, and change management activities
- Develop and execute consultative success plans aligned with customer objectives, ensuring strong adoption, measurable outcomes, and long-term value realization
- Monitor customer health, product usage, and adoption metrics, conducting periodic business reviews to drive satisfaction, retention, and expansion opportunities
- Collaborate cross-functionally with CSMs, Pricing Specialists, Technical Support, and leadership to support renewals, upgrades, and complex customer needs across different time zones and languages
Qualifications and Skills
- Associate’s Degree or equivalent professional experience preferred
- 2+ years of experience in Customer Success, Customer Implementation, Account Management, or similar client-facing roles
- Experience managing onboarding processes and driving product adoption within SaaS environments
- Familiarity with IT Security concepts, practices, and terminology
- Hands-on experience working with Salesforce or other CRM platforms
- Strong consultative approach with the ability to understand customer objectives and translate them into actionable success plans
- Experience conducting business reviews and presenting performance metrics to customers
- Strong organizational skills with the ability to manage multiple accounts simultaneously
- Excellent verbal and written communication skills, with strong relationship-building abilities
- Proficiency with Microsoft Office (Excel, Word), Google Workspace, and standard web browsers; prior IT exposure or experience as a Customer Success Manager is a plus
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
