Ejecutivo de Customer Success

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Ensure the effective adoption of the platform starting from the initial onboarding phase.

• Implement onboarding actions that link product usage with client objectives, speeding up the time to achieve value.

• Build trusting relationships with key contacts.

• Serve as the strategic point of contact for Managers, Directors, and Supervisors, understanding their priorities and providing service based on their needs.

• Conduct periodic reviews of goal scope.

• Prepare and lead impactful meetings with Clients that align expectations and create opportunities for expansion or improvement.

• Proactively monitor client health and anticipate risks.

• Analyze usage metrics, tickets, and behavior to detect early signs of churn or dissatisfaction, acting before issues escalate.

• Share client feedback for internal improvements.

• Gather operational and strategic insights to share with internal departments for enhancement.

• Deliver personalized training sessions.

• Utilize training content tailored to the client's profile, empowering them to use the platform independently.

• Identify growth opportunities within each account.

• Recognize key moments to propose upsell or cross-sell aligned with client objectives, contributing to company growth.

• Manage operational and financial requests with empathy and efficiency.

• Support in service needs, assistance, billing, and collections while striving for a balance between experience and profitability.

• Document interactions and create actionable reports.

• Maintain a record of actions, agreements, and outcomes to facilitate internal decisions and strengthen client relationships.

⛳️ Requirements

• Bachelor's degree in Business Administration, Engineering, or related fields.

• Certification in courses related to customer service or experience, or technology product management (preferred).

• Minimum of 3 years of experience in roles related to customer service, support, or sales.

• Experience in managing client relationships and reporting metrics.

• Familiarity with CRM tools and BI Data Analysis (Salesforce, Qlik Sense, AVAYA, Power BI, Tableau) and ticket management software (preferred).

• Good level of English (intermediate) for interaction with international clients (preferred).

🏝️ Benefits

• Competitive salary

• Legal and superior benefits

• Hybrid work modality

• Work tools (Laptop and management software)

• Continuous learning, dynamic and collaborative work environment