A technology start-up that focuses on quantified logistics solutions is looking for a Customer Successassociate to join the team at Monterrey.
You will be part of the Customer Success team, focusing on customer loyalty, building strong, long-term client relationships, and handling concerns and requests while facilitating resolutions.
You will collaborate with the support team to address all customer needs and requirements.
Requirements:
- 3-5 years of customer handling experience in the supply chain/manufacturing/logistics domain via call/chat.
- Effective communication, reading and writing English skills.
- Excelent time management skills, attention to detail and the ability to multitask.
- Competent in MS Office and web browser enviroments.
- Must have hands-on experience with Freshdesk, Zendesk, etc. ticketing tools.
- SMB Segment exposure and proven ability to manage a large customer set.
- Flair for Technology and ability to lead a customer conversation with value-selling rather than product features pitch.
- Strong organization, follow-through and documentation skills suitable for customer communication.
Responsibilities/Duties:
- To Play a critical role in developing and managing relationships with medium & enterprise size customers.
- Build and nurture strong relationships with executives and decision-makets in these large accunts.
- Expand business relationships beyond IT and Procurement departments.
- To understand Customer ́s business needs/pain points on document workflows & offer solucions ad foster long-term partnerships that drive business growth.
- Identify growth opportunities and revenue potential within the accounts.
- During the account review understand clients ́strategic goals, challenges, and pain points, and propose tailored solutions to address them.
Develop and execute strategic, account plans that align with clients ́business objectives.
- Owning Expansion within the set of assigned accounts.
- Responsible to resolve queries of the customers via Call/chat, within the assigned TAT/SLA.
- Following a standard Call/Chat flow and query handling process.
- Develop a deep understanding of customers ́business and operational objectives.
- Become a product expert and guide the custoemrs with their implementation.
- Escalate product issues and concerns.
- Analyze and showcase customer data to improve the user experience.
- Take lead on process improvement and automation.
- Handle the dual role of being the face of the brand to the customers, and the voice of the customer to the company.
- Create a knowledge-base for the users.
Sueldo: $35,** - $45,** al mes
Incentivos:
- Horarios flexibles
Lugar de trabajo: Empleo remoto