Jr Customer Success & Account Coordinator - Hybrid Guadalajara MX

We are looking for someone who goes beyond answering calls, following scripts, or resolving customer issues. This role is about taking initiative, building meaningful relationships, anticipating customer needs, and creating opportunities to improve customer engagement and satisfaction.

The ideal candidate has a proactive, relationship-driven, and commercially minded approach. Someone who enjoys connecting with people, asking the right questions, identifying opportunities, and taking full ownership of the customer experience.

If you enjoy building relationships rather than simply handling transactions, this opportunity could be a great fit for you!

What You'll Do

• Build and maintain strong, long-term relationships with senior living communities and healthcare professionals.
• Proactively reach out to customers, rather than waiting for them to contact you with a problem or request.
• Develop genuine connections by understanding each customer's needs, challenges, and priorities.
• Build trust and rapport through active listening, personalized communication, and consistent follow-up.
• Become a trusted point of contact who customers feel comfortable reaching out to.

• Identify opportunities to increase customer engagement, satisfaction, and platform usage.
• Anticipate potential challenges and take action before they become bigger problems.
• Use a consultative and customer-focused approach to recommend solutions based on individual needs.
• Encourage customers to continue using the platform by demonstrating its value.
• Support customer retention and business growth through proactive communication and relationship management.
• Look for ways to create additional value in every customer interaction.

• Manage inbound and outbound customer interactions through calls, emails, and other communication channels.
• Take full ownership of customer concerns, ensuring they are resolved from beginning to end.
• Go beyond simply escalating issues by coordinating with internal teams and following through until a solution is delivered.
• Identify the root cause of recurring problems and take initiative to prevent them.
• Handle challenging situations with confidence, empathy, professionalism, and a sense of urgency.
• Manage multiple priorities in a fast-paced, dynamic environment.

What We're Looking For

• Previous experience in Customer Success, Account Management, Customer Experience, Inside Sales, Sales Support, Customer Retention, or other relationship-focused roles.
• Advanced English proficiency, with excellent verbal communication and comprehension skills.
• Availability to work in a hybrid manner at our offices in Guadalajara, Mexico at Midtown Jalisco.
• A proactive mindset: You don't wait for customers to tell you what they need. You ask questions, identify opportunities, and take action.
• Strong relationship-building skills: You know how to create genuine connections, build trust, and maintain positive customer relationships.
• Commercial awareness: You understand how customer satisfaction, engagement, and retention contribute to business growth.
• Ownership and accountability: You take responsibility for results and follow through, even when solutions require collaboration with other teams.
• Excellent interpersonal and communication skills, with the ability to be clear, confident, and concise.
• Strong problem-solving skills and the ability to think independently.
• A positive, adaptable, and resilient personality with a genuine interest in helping others.
• Ability to manage multiple customer relationships and priorities while maintaining a high level of service.
• Full flexibility to work rotating schedules, including early mornings, evenings, weekends, and Mexican holidays, based on operational needs.