Manager Customer Success Management

Provides leadership and oversight to the Customer Success Management group. Builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery. Coordinates response to installation-related issue evaluation and resolution. Monitors Customer Success Management by analyzing sales and performance data. Engages with customers, in person or remotely, and represents the company in retention situations. Coordinates appropriate and effective engagement between customers and company service providers and ensures ongoing and high levels of customer satisfaction. Directs the efforts of professional Customer Success Management Specialists. Works with Sales teams on retention of assigned customers by ensuring provision of exceptional customer care and follow-up. Ensures customers are met with on a regular basis in accordance with customer size and team activity. Collaborates with internal business leaders to introduce, change and enhance both internal and external processes. Attends customer meetings as a DN management representative. Delivers customer and leadership communications and presentations. Provides leadership to team members to ensure installations and all customer administration is meeting targets. Closely monitors customer survey results and looks for and resolves root cause issues as required.

• Bachelor degree in Administration or Engineering
• Years of experience: 6-8 years leading teams, managing accounts and in customer service areas
• Knowledge in: Service level performance (SLA´S), contractual KPI´s, penalties and governance
• Open to travel 1 time per month
• Work model: Hybrid (2 times per week)
• Work Zone: Zona Esmeralda (Atizapan)

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