Overview:
About the Role & Team

IDC is seeking a Senior Customer Success Advocate to serve as a frontline partner in delivering an exceptional customer experience. This role plays a highly visible part in IDC’s customer success strategy by supporting clients throughout their IDC journey, resolving requests quickly, and helping account teams meet client needs effectively. It is an exciting opportunity for someone who enjoys working in a fast-paced, collaborative environment and is passionate about building strong client relationships, improving service outcomes, and contributing to IDC’s continued growth and reputation for excellence.

This role is based in Mexico-Remote, and reports to the VP, Customer Success in the US.

What You’ll Do
- Serve as a frontline resource for IDC customers, analyzing client requests and determining the best path to resolution using the appropriate internal resources
- Build and strengthen client relationships through onboarding, quarterly check-in calls, and personalized proactive outreach across an assigned account base




- Support IDC customers through real-time chat during local office hours, ensuring timely and professional assistance
- Maintain a strong understanding of internal systems, customer accounts, and routing and escalation procedures for different customer needs and issue types
- Develop ongoing knowledge of IDC products, services, coverage areas, and common customer inquiry trends to provide informed support
- Collaborate across teams, business groups, and management levels to ensure a seamless customer experience and effective internal support

Support internal colleagues with account-based research, calendaring needs, and participation in ongoing internal learning sessions
- What You Bring
- Bachelor’s degree required, preferably in Information Technology, Business, or Library Sciences
- Ideally 5 to 7 years of experience in customer success, customer service, or an academic library environment
- Experience working for

📌 Senior Customer Success Advocate (Ciudad de México)
🏢 IDC Research
📍 Ciudad de México