Customer Success Manager Mexico City

REPORTING TO: Customer Success Manager

LOCATION: Mexico City

WHAT YOU GET TO DO...

Monitor onboarded customers in order to ensure their product adoption and partner with the Onboarding team to support achievement of milestones, if needed.

Guide onboarded customers along their life cycle in our ongoing service model by understanding their business needs, key objectives and technical capabilities.

Identify and manage potential risks related to customers' expected results, product adoption, disengagement and dissatisfaction with the service.

Identify and leverage opportunities that will lead the customers to achieve better results and for our products to evolve.

Ensure contract renewals.

Retain customers whose departure can be avoided.

Upsell and cross-sell to customers who can benefit from additional services.

Drive resolution of account issues, including billing, support, product, and other departments

Represent the voice of the customer to proactively provide input and feedback to Sales, Product, Finance, Support and other departments.

Interview and survey customers according to our feedback gathering process.

Learn the product in depth to become a subject matter expert in system functionality.

Monitor customers’ interactions with our Support team to make sure their expectations are met and help drive resolution.

Contribute to building and strengthening our onboarding and ongoing service models;

Contribute to building and strengthening our processes.

YOU HAVE EXPERIENCE…

2+ years of experience as a Customer Success Analyst or Account Manager for SaaS products.

Proven track record of working in a customer-facing role.

Excellent English language skills.

Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations.

Customer-oriented: genuine interest in the customer’s business and in what the customer says and expects.

Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results.

Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers.

Influence: ability to map customers’ internal political environment and to positively influence the decision-making process.

Data analysis: ability to understand and interpret data with a focus on generating insights.

Results-oriented: ability to understand the goal, keep yourself motivated and consistently keep focusing on the outcome, no matter the obstacles.

High technical aptitude and overall understanding of technology

Experience with CRM, preferably Salesforce, is a plus.