Customer Experience Associate

hace 4 semanas


Monterrey, Nuevo León, México Teletrac Navman A tiempo completo
About the Role

We are seeking an experienced Customer Experience Associate to join our team. In this role, you will provide high-level support to our Customer Success Specialist Team and Top Bronze Accounts.

This position involves handling transactional tasks for Platinum and Gold segments, allowing our Customer Success Specialists to focus on growth and adoption. You will also serve as an actual CSS for US Bronze Accounts with ACV between $9,000.00 and $9,999.99 to promote growth and adoption in this segment.

Key Responsibilities
  • Address and process Add-On Opportunities for Platinum and Gold Segments.
  • Provide high-standard contract summaries and account reconciliations for Platinum and Gold Segments.
  • Follow up on open support cases for Platinum and Gold Segment and report outcomes to CSS and clients.
  • Process partial churn requests for Platinum and Gold Segments.

You will also be responsible for promoting growth for Top Bronze Accounts assigned by engaging with customers and understanding their needs to achieve Upgrade, Add-On, and Renewal opportunities or re-directing Upsell opportunities.

Additionally, you will address inquiries generated from Bronze Accounts assigned related to contracts, finance, and drive account reconciliations as needed. Processing partial and full churn for bronze accounts assigned and following up on open support cases for these accounts are also key responsibilities.

Required Skills and Qualifications
  • 1+ year experience in an administrator role.
  • Strong written and verbal communication skills with the ability to communicate effectively at all levels.
  • Prior experience using Sales Force (or similar CRM) and SAP.
  • Intermediate level Excel skills.
  • Ability to work autonomously and display a high level of self-motivation, willingness to take ownership, and be held accountable.
  • Positive and enthusiastic approach and attitude, with strong organisational and interpersonal skills.
  • Customer relationship and conflict management skills.
  • Methodical and disciplined approach to problem-solving.

We offer a competitive salary of $60,000 - $70,000 per annum, depending on experience, to successful candidates. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply.



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