Sr. Customer Success Advocate (Spanish Bilingual)

Who are we?

Arcadian is your back-office workforce for the streaming video entertainment industry.

As a strategic tech partner, Arcadian seamlessly handles operational tasks, delivering exceptional quality at significantly reduced costs. We provide the perfect blend of talent and technology to bring our customers the best solutions.

Arcadian is led by an experienced international team of professionals with offices in Los Angeles, Manila, and Singapore.

Why join us?

If you're the type of person who wants growth and a fulfilling and rewarding job, you'll enjoy the journey with us.

Job Description:

As a Sr. Customer Success Advocate (Specialist Level), you will manage the end-to-end experience and lifecycle of customers based on the defined service strategy. Your efforts will lead to renewal, retention, and customer loyalty. This role offers the opportunity to collaborate with internal teams to deliver valuable solutions to customers, drive the renewal pipeline, and exceed performance targets. The CSA will support Sony Pictures Entertainment in their Latin American markets with Customer Service for their streaming apps.

Job Responsibilities:

• Responsible for providing timely quality after-sales support in Spanish e.g., technical and customer support to customers via email, chat, and phone.


• Proactively communicate and collaborate with stakeholders to understand and analyze client needs, current client statuses, updates on client issues, and client temperaments.


• 
  Demonstrate the ability to incorporate new information, make quick decisions, and keep the appropriate people informed of rapidly occurring developments.


• Work closely with internal stakeholders and support teams to ensure seamless communication and coordination by reviewing the current health of systems, performance journals, etc.


• Successfully engage in multiple initiatives simultaneously.


• Align with Product Owners and meet regularly to understand the product roadmap.


• Document and advise related internal workgroups on operational best practices.


• Perform other customer success tasks as needed to support the overall success of the department.


• Represents the company in the most positive manner internally and in the communities we serve.


• Review analytics dashboards, content checks, and reporting via Cloudwatch.

Job Requirements:

• Candidate must possess at least a Bachelor's/College Degree.


• Fluent in neutral Spanish (required) - Must be able to read, write, and speak Spanish.


• BS/BA degree in a related field or equivalent experience is desired. 3-5 years of customer service/success experience.


• An entrepreneurial spirit and a desire to be proactive.


• Excellent planning, organizational skills, and ability to follow through until tasks are completed.


• Proven ability to problem-solve and maintain composure in high-pressure situations.


• Self-motivated, proactive, and able to work independently or as part of a team


• Excellent interpersonal skills, including verbal and written communication, teamwork, and customer service skills


• Proficient in Microsoft Word, Excel, and PowerPoint.

Job Work Set-up:

• Flexible to a Hybrid work set-up.


• Work shift starts at 5:00 AM


• Reporting to the Customer Service Manager