Customer Success Coordinator
hace 2 semanas
Customer Success Coordinator
Who we are
Our mission is to make running a business easier for every entrepreneur. We work hard to develop simple and easy software. We aim to make every customer interaction as simple and easy as possible.
Job Activities
- Analyze customer usage, health metrics, and support patterns to identify accounts at risk of churn.
- Develop and execute specific retention strategies in collaboration with the Sales and MKT teams.
- Proactively reach out to highrisk customers, address their concerns, and ensure they get full value from the POS solution.
- Ensure that the customer goes through a loyalty process translated into specific configurations in our pointofsale system.
- Constant review of CRM accounts to ensure that clients are achieving configuration and usage goals.
- Hardware configuration: receipts, printers, and networks.
- Agile problemsolving in software and hardware configuration.
- Use the help center or video calls if necessary for training our clients' staff, if required.
- Record all changes and followups with clients in our CRM
- Record all progress and status changes of clients in our FUNNEL
- Be an expert in Poster POS, always be at the forefront of the product and the process
- Document the knowledge base in Spanish
- Collect feedback from our clients, on frequent problems or errors in the system and work as a team with other areas to solve them and make Poster better.
Required knowledge
Experience:
Minimum 1 to 2 years of experience in Customer Success or a similar customer-facing role, preferably within the SaaS or technology space.
Knowledge of the HORECA sector - Understanding the operational dynamics and challenges within the HORECA industry is highly advantageous.Technology Aptitude:
Comfortable with POS systems and SaaS solutions. Ability to quickly learn and master the company's product.
Data Driven:
Skilled in analyzing customer data to gain actionable insights and proactively address churn.
Empathic Communicator:
Excellent verbal and written communication skills, with a client-centered approach. Ability to solve problems and establish trust.
Teamwork - Work collaboratively across Sales, Support, and Product teams to achieve customer success goals.
- English
Required competencies Compliance with rules
Achievement of short, medium and long-term objectives
Teamwork
Problem solving and flexibility
Proactivity
Customer Support
Independence
Meticulousness
Required Skills Compliance with rules
Achievement of short, medium and long-term objectives
Teamwork
Problem solving and flexibility
Proactivity
Customer Support
Independence
Meticulousness
Commitment
Software Packages Managing a CRM system (HubSpot, Salesforce, Odoo, etc.) is a PLUS.
Management of desktop support system (Intercom, Zendesk, Freshdesk) is a PLUS.
Google Drive, Google Docs. Google Sheets
Zoom / Google meets.
Working Hours and Location
9 am to 6 pm Monday to Friday, On-site (1 day of Home Office, after the second month)Insurgentes Sur 1079, Col.
Del Valle Sur, Mexico City,, Benito Juárez 03720.Study Background
Bachelor's degree in Gastronomy, hotel management. Completed or in progress (last 2 semesters).
Background Experience:
Minimum 1 to 2 years of experience in Customer Success or a similar customer-facing role, preferably within the SaaS or technology space.
Technology Aptitude:
Comfortable with POS systems and SaaS solutions. Ability to quickly learn and master the company's product.
Data Driven:
Skilled in analyzing customer data to gain actionable insights and proactively address churn.
Empathic Communicator:
Excellent verbal and written communication skills, with a client-centered approach. Ability to solve problems and establish trust.
Teamwork - Work collaboratively across Sales, Support, and Product teams to achieve customer success goals.
Monthly salary
$8,000 gross plus legal benefits + bonus for meeting KPIs ($8,000). First 2 months bonus of $2,000 for punctuality and attendance.
Tipo de puesto:
Tiempo completo
Sueldo:
$8, $10,000.00 al mes
Lugar de trabajo:
Empleo presencial
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