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