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 onservice 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 forassigned accounts•Background & Core CompetenciesBachelor’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-facingroles•Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution •Strong analytical and problem-solving capability for structured and semi-complex issues •Abili

📌 Customer Success Manager (Santiago de Querétaro)
🏢 Wallenius Wilhelmsen
📍 Santiago de Querétaro