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Customer Success Representative

hace 1 semana


Tlahuac, México Thomson Reuters A tiempo completo

**Associate Client Success Executive**

**Customer Success/Client Management experience,**

**Responsibilities**:

- What are the primary responsibilities and accountabilities of this role?
- Closes renewals and simple upsell opportunities for assigned accounts and/ or geography
- Support low-touch customers with end-to-end renewal motion (supported by digital tools, autorenewal and self-serve options)
- Manage high-risk low-touch accounts to reduce likelihood of churn and, ideally, drive growth
- Generate qualified leads for cross-sell / complex upsell to be handed off to Sales Executives
- Identifies the best virtual channel for engagement with customers
- Supports in developing and executing account and / or territory growth strategies
- Possesses core knowledge across products within the subsegment and engages Product and/ or Sales Specialists where deep product expertise is required to drive to close
- Understands specific customer archetypes and needs which are most prevalent within the subsegment and account and/ or territory
- Handles all escalations from Digital chat Assists
- Uses an automated and insight-driven Salesforce workflow to progress deals. Enters and maintains clean customer information in Gainsight (if deployed within subsegment) for respective book of customers.
- KPIs include-Nurturing opportunities and moving more renewals outside the ‘digital first’ selling scenarios
- Revenue $ and growth
- Renewal / retention rate (%)
- Customer Satisfaction / Net Promoter Score
- Qualified leads passed to sales (#)
- Product usage %

Certifications / Education
- Describe any licenses, certifications or educational experiences that are either required or helpful

in performing the role. Designate when required.
- Degree-level education or Bachelor’s degree equivalent
- Potentially new graduate (Bachelor’s degree equivalent) who is eager to learn with interest / background in accounting, law, or technology
- 0 - 2 years experience in Customer Success, Customer Service / Support, and / or SaaS implementation

Professional Experience, Strategic Planning & Decision Making

Highlight 3-4 key points.
- Sets priorities to meet deadlines; develops plans to meet short-term objectives.
- Applies a wide range of policies or standards in straightforward situations.
- Identifies and resolves standard technical and operational problems.
- Decisions involve interpretation of data, planning own work, or refining the methods and techniques to be used

Schedule: Monday to Friday, 9hrs to 18hrs

**Salary**: 30k a 33k + benefits

Location: Torre Cuarzo en Reforma, CDMX.

Tipo de puesto: Tiempo completo

Salario: $32,000.00 - $32,500.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Seguro de vida
- Vales de despensa

Tipos de compensaciones:

- Bono de productividad

Pregunta(s) de postulación:

- ¿Cuál es tu pretensión salarial?
- Nível de inglés conversacional?