Manages customer success activities for assigned accounts with responsibility for service follow-up, customer communication, and operational performance within defined scope. Acts as the main operational contact for assigned customers during contract execution, drives follow-up on service issues and improvement actions, and supports structured service reviews. Helps maintain customer satisfaction and reliable service delivery through independent day-to-day account handling.
Key Responsibilities
Act as the main operational point of contact for assigned customers during the contract execution phase
- Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters
Deliver service reviews and support performance discussions using structured operational insights and customer feedback
- Analyze service performance and identify improvement opportunities within assigned accounts
- Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders
- Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating
Manage operational exceptions and coordinate escalation resolution across functions
- Provide structured input on performance risks, account health, and service improvement opportunities to relevant stakeholders
- Support retention and renewal discussions by contributing customer success insights and delivery performance information for assigned accounts
Background & Core Competencies
Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience
- Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles
Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution
- Strong analytical and problem-solving capability for structured and semi-com
📌 Customer Success Manager (Santiago de Querétaro)
🏢 Wallenius Wilhelmsen
📍 Santiago de Querétaro
Postulate a este anuncio
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.