A technology start-up that focuses on quantified logistics solutions is looking for a Customer Success associate 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.
- Listen and respond to customers´ needs and concerns through chat/email/calls proactively.
- 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: $35,000.00 - $45,000.00 al mes
Beneficios:
Lugar de trabajo: Empleo remoto
