Gerente de Éxito del Cliente
Sobre el puesto
La oferta que aparece a continuación se reproduce en inglés, tal como la redactó nuestro equipo de contratación.
Verdacert provides USCIS-certified translations for immigration, legal, academic, and medical documents, with a focus on Arabic, Farsi, Dari, Pashto, Urdu, Turkish, and dozens of other languages, delivered on tight turnarounds and reviewed by native-speaker linguists. We're hiring a Customer Success Manager to own the customer experience after a document is uploaded — making sure individuals, law firms, and institutional clients get accurate, on-time deliverables and feel confident using Verdacert again for their next filing.
What you'll do
- Serve as the primary point of contact for customers throughout the translation and certification process, answering questions about status, turnaround, and requirements
- Monitor open orders to proactively flag delays or issues before they affect a customer's deadline (e.g., USCIS interviews or court filings)
- Partner with the reviewer and operations teams to resolve escalations, revision requests, and rejected-document cases
- Build repeatable onboarding and success processes for recurring customers such as law firms and institutional accounts
- Gather customer feedback and surface recurring pain points to product and operations teams
- Track account health, renewal likelihood, and satisfaction metrics for repeat and high-volume clients
What we're looking for
- 3+ years of experience in a customer success, account management, or client-facing operations role
- Strong written and verbal communication skills, with the ability to explain process and timelines clearly to non-experts
- Comfort working with time-sensitive, deadline-driven customer situations
- Experience managing multiple accounts or cases simultaneously with strong organizational skills
- Ability to collaborate cross-functionally with operations and reviewer teams to resolve issues quickly
- Data-driven approach to identifying churn risk and account health signals
Nice to have
- Experience in immigration services, legal services, language services, or a regulated document-processing environment
- Familiarity with USCIS filing processes or working with law firms and immigration attorneys
- Experience supporting a bilingual or multilingual customer base
Cómo postularse
Las postulaciones a este puesto se gestionan en Landearly, el servicio de seguimiento de candidatos que utilizamos. Toma un par de minutos; Landearly almacena su postulación y nuestro equipo de contratación la revisa, tal como se describe en la sección «Candidatos a empleo» de nuestra Política de Privacidad.
Este es un puesto totalmente remoto con base en Estados Unidos. Los candidatos deben estar autorizados para trabajar en Estados Unidos; actualmente no patrocinamos visas ni contratamos a través de un empleador registrado en el extranjero.
Verdacert LLC es un empleador que ofrece igualdad de oportunidades. Consideramos cada postulación sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, edad, discapacidad, condición de veterano o cualquier otra característica protegida por la ley. Si necesita una adaptación para postularse, escriba a careers@verdacert.com.