Customer Success Specialist

Job description

About the role As a Customer Success Specialist on Strategic Accounts, you own the delivery work that turns configured capability into adopted capability for our flagship account: UAT, rollout, and training. You are the regional lead for Western Hemisphere enablement, delivering in Spanish and English. You also own our global recurring feedback collection and usage reporting — and you're expected to make it better: standardizing, templating and automating these cycles so they take less time each quarter than the last. What you'll do Run UAT for assigned projects: build test scripts and test data, coordinate participants and test accounts, capture feedback, and provide go/no-go inputs. Support non-technical configuration and configuration validation alongside the Customer Success Manager. Plan and execute rollout (CTC) activities end to end — plan, materials, session delivery, follow-up items routed to owners, and handoff to standard support. Own Western Hemisphere training: build and deliver sessions for Customer's regional teams and their business partners, natively in Spanish and English, including hands-on exercises and post-session satisfaction measurement. Onboarding of sites and business partners, user setup, office hours, and live product demos. Drive adoption and value realization after go-live: hypercare, adoption follow-up, and release/QBR communications tailored to the customer environment. Own the SUS survey cycle end to end — launch, reporting, and driving the action plan to completion in Asana — and build it into a repeatable, documented process that can run on cadence with minimal lift. Own quarterly usage reporting across QRM, RSC, PM and LT, and move it from manual pull to a standardized, largely automated report. Own dummy data creation for demos, training and UAT, and reduce the per-request effort through reusable templates, bulk methods and self-serve documentation. Identify the recurring manual work across the account team and propose and implement improvements — templates, automation, AI-assisted drafting — so capacity shifts toward customer-facing delivery. Maintain documentation and knowledge-center content so the account team isn't dependent on any one person. Qualifications 3+ years in customer success, implementation, enablement or program delivery at a SaaS company; retail or supply chain background a plus. Fully bilingual Spanish and English — able to author and deliver training materials directly in both, not translate after the fact. Demonstrated ability to run training, UAT and rollout sessions independently with enterprise customers and their supplier ecosystem. Evidence of improving a process they inherited — a report, survey cycle or manual workflow they standardized, templated or automated, with a before/after they can describe. Working product knowledge across quality, responsible sourcing, production and lab testing modules, or the ability to get there quickly. Strong data and reporting skills: usage analytics (e.g. Mixpanel), advanced spreadsheet work, and comfort with bulk/CSV data methods. Fluent use of AI tools to draft, summarize, translate and build materials faster, with judgment about where automation is and isn't appropriate. Comfortable with work tracking (Asana/Jira) and training content tools (e.g. Guidde). Bachelor's degree in a related field. We offer a hybrid working model, combining the flexibility of remote work with regular collaboration at our Ho Chi Minh City office. It's the best of both worlds - focused work, meaningful discussion, and a strong engineering culture. Benefits Why it would be awesome to work with us 🍹 Unlimited Annual Leave : We prioritize your well-being and trust you to manage your time. 🏝️ Flexible Working Environment: Whether from home, our global hubs or a coffee shop, work where you're most comfortable. 💪 Project Ownership : You get to lead the initiatives you're passionate about, professionally or socially. 🌱 Grow with us: We're invested in your personal and professional development. 🌎 Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation. 🤝 Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself. 🎉 Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture. Our Values EXCELLENCE : We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better. AUTONOMY : We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work. COURAGE : We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed. HUMBLENESS : We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives. About Inspectorio Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers. Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations. Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.