Client Success Specialist

hace 4 semanas

Ciudad de México, Ciudad de México solera A tiempo completo

About Solera

Solera is a global leader in data and software services that transforms every touchpoint of the vehicle lifecycle into a connected digital experience. We provide products and services to protect life's other most important assets: our homes and digital identities. Our 6,500 team members foster an uncommon, innovative culture and are dedicated to successfully bringing the future to bear today through cognitive answers, insights, algorithms, and automation.

The Role

As a Client Success Specialist, you will represent the face of the company, building and maintaining strong customer relationships while resolving customer issues. You will plan and execute daily and weekly activities, multitask, work within a team, and other departments to drive successful business outcomes for the customer and for Solera. You must be comfortable using and/or learning new or other communication and automation tools. A great candidate excels at conflict resolution and thrives in a fast-paced, change-heavy environment.

Key Responsibilities

  • Engage professionally with customers through multiple channels (inbound calls, outbound calls, email)
  • Responsible for understanding and managing a subset of customer accounts
  • Responsible for Customer Retention by fostering customer relationships and driving customer loyalty
  • Engage in active listening to promptly answer customer queries and concerns
  • Work closely with interdepartmental teams to compose joint success plans with customers outlining their objectives, timelines, and effectively removing any barriers to achieving business value
  • Deeply understand the Omnitracs platform's capabilities and explain them to businesses of all types – long haul transportation, last mile, ready-mix, and more
  • Manage customer cases to completion as escalated by the customer or internal Omnitracs teams
  • Act as an escalation point for the Customer success front line of support
  • Take impeccable notes and stay organized through the CRM to manage all accounts
  • Mitigate escalations and resolve customer issues
  • Guide callers through navigating the company site or using products and services
  • Be an advocate for the customer, go the extra mile
  • Interact with other departments to resolve customer-related matters
  • Work the call queue during volume spikes
  • Continued Development – Learn Industry News, ELD Mandates, Issues Related to Transportation, and Updates to Omnitracs Products and Services
  • Ensure team goals, team KPIs, and deadlines are met
  • Perform other duties and responsibilities as assigned
  • Place additional device orders and explore cross-selling opportunities

Requirements

  • Experience working in a Customer Success environment
  • Familiar with DOT/FMCSA Regulations (a plus)
  • Solutions-oriented with strong problem-solving skills
  • Exceptional customer-facing customer skills, the ability to quickly understand customer needs
  • Team-oriented and able to build and maintain strong inter-team and inter-departmental relationships
  • Excellent verbal and written English communication skills
  • Ability to adapt to and learn new applications and platforms
  • Ability to work independently with minimal direction
  • Ability to address and resolve customer issues independently
  • Ability to prioritize projects and escalate issues to the appropriate parties as necessary
  • Excellent organization and time management skills
  • Intermediate to advanced understanding of Salesforce, Genesys (a plus)
  • Willingness to learn and use coaching feedback to improve

Qualifications

EDUCATION: Bachelor's degree or equivalent work experience and technical certifications

EXPERIENCE: One 1-2 year of experience in customer service, technical support, or administrative support preferred

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