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Customer Success Representative

hace 2 meses

Xico, México Dilitrust A tiempo completo
Customer Success Representative

DiliTrust is a leading provider of LegalTech solutions, supporting legal departments in their digital transformation. We are seeking a highly skilled Customer Success Representative to join our team in Ciudad de Mexico.

Main Responsibilities
  • Manage a portfolio of existing DiliTrust clients in Latam, ensuring success, retention, and growth.
  • Establish and nurture strong executive sponsorship and manage relationships with clients, including CEOs, board members, and management teams.
  • Monitor business and usage KPIs, training needs, and client suggestions, and manage requests for changes, up/down selling, and incident escalation.
  • Create excellent first-time user experiences by leading the onboarding of new customers, training them, and providing support for change management.
Requirements
  • Strong communication skills, verbal and written, with executive presence and confidence in varying customer situations.
  • Cross-group collaboration, resource orchestration, analytical capabilities, and attention to detail.
  • Focus on results, with 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 to 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 in Ciudad de Mexico, with flexibility to address customer needs, including visiting 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.