Customer Success Representative

hace 2 semanas

Tlahuac, México DiliTrust A tiempo completo

Customer Success Representative
For over 20 years, DiliTrust has been supporting legal departments in their **digital transformation **and is one of the world´s leader in** LegalTech. **We have offices in Paris, Madrid, Milan, Montreal, Toronto, Mexico and Lima. More than 2000 companies are using our products in over 50 countries.

Are you passionate about digital innovation and customer relationships? Do you strive to deliver amazing customer experiences to increase satisfaction, loyalty, and retention? Join our Customer Success Team in our
** Ciudad de Mexico **office.

Our team and our company are growing quickly, so there are

Reporting to the Regional Customer Success Manager for Spain & Latam, you will contribute to the growth of the department as part of a
**global team.**

**Main responsibilities**

To
**manage the needs and evolution of a portfolio of existing DiliTrust clients in Latam**, ensuring success, retention and growth
**Account Manager role**). Basically, this implies:

- Establish and nurture strong executive sponsorship and manage the relationships with a portfolio of clients: senior executives within multinationals but also mid-sized companies. You will do business with CEOs, board members and management teams.
- Monitor business & usage KPIs, training needs and clients suggestions; Manage requests for changes, up/down selling, and incident escalation.

To
**create excellent first-time user experiences leading the onboarding of new customers**, training them and providing support to the change management that facilitates the adoption of DiliTrust
**(Project Manager role).** Basically, this implies:

- Be a Dilitrust portfolio expert and gain a good understanding of the DiliTrust Governance Suite use cases.
- Spearhead, create and drive full project implementation plan per each customer you onboard.

As part of the Customer Success team, you will help to nurture customer relationship sharing best practices and experience with the CS Global team and participating actively in ongoing initiatives.

**Skills and experience required**
- This role requires strong communication skills, verbal & written, as well as displaying executive presence and confidence in varying levels of customer situations.
- Cross-group collaboration, resource orchestration, analytical capabilities and attention to detail required.
- You must be focus on results, and have a strong desire to learn and become a functional expert of several products, great adaptability, flexibility, autonomy and strength of proposal.
- Minimum of 3 years of experience in an Account Management position, roles related with customer engagement, delivery management and/or project management.
- Bachelor’s degree or equivalent work experience.
- Business fluency in Spanish and English (French and Portuguese are a Bonus).

**Employment Details**

Based on Ciudad de Mexico. Flexibility to address customers specific needs, including paying visits to customers, if required.

**Recruitment process**
- A 30-minute HR video interview
- One-hour video interview with Regional CS Manager
- A 45-minute video interview with Head of Customer Success.

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