Customer Success Team Leader

hace 2 días

Monterrey, Nuevo León, México Vontier A tiempo completo

What you will do

As a Team Leader in the Customer Success Global Bronze segment, you will oversee and drive the performance of a dedicated regional teams, focusing on delivering exceptional customer experiences and achieving business objectives within your assigned hemisphere. You will provide strong leadership, coaching, and operational management to ensure customer engagement, retention, growth, and service excellence. This role requires a hands-on approach to team development, customer management, cross-functional collaboration, and continuous improvement in a dynamic, global environment.

Key Responsibilities.

Team Leadership & Development

Lead, coach, and motivate a team of Customer Success Representatives (CSRs) to be accountable for and meet or exceed KPIs related to engagement, retention, growth and customer satisfaction.Conduct daily team huddles, weekly 1:1s, and provide ongoing coaching, training and development.Manage workload allocation and case prioritization to balance responsiveness with quality.Foster a positive, collaborative, and high-performance team culture.Drive succession planning and address conflicts promptly and constructively.

Operational Management

Act as the first escalation point for complex customer issues and ensure timely resolution in collaboration with cross-functional teams such as Sales, Product, Finance and Support.Collaborate with regional Customer Success leaders to solve problems and enhance operations, employee experience, and customer experience.Monitor, coach and report on team and individual performance metrics.Implement and ensure adherence to company and customer-agreed processes.Champion continuous improvement initiatives, including VBS, PSP, DM and other operational excellence programs.

Customer Focus & Cross-Functional Collaboration

Drive retention, renewals, and account management to meet churn targets.Grow regional account revenue through targeted campaigns and proactive customer engagement.Optimize customer value by assessing service levels and guiding interactions.Leverage product knowledge, competitive insights, and CRM tools (Salesforce, SAP, Chorus, etc.) to support ongoing success initiatives.

Strategic & Tactical Execution

Align operations with strategic goals and bronze segment priorities, addressing performance gaps through proactive problem-solving.Lead execution of key initiatives, including Case Management, Retention, ATF Identification, Campaigns, and Renewals.Identify risks and implement solutions to enhance performance and customer outcomes.

Who you are

Proven experience leading, coaching, and developing high-performing customer centric teams to achieve retention, renewal, and satisfaction KPIs.Strong operational management skills with the ability to monitor performance metrics, manage workload priorities, and ensure process adherence.Demonstrated success in resolving escalations and driving cross-functional collaboration with Sales, Product, Finance, and Support teams.Customer-focused mindset with the ability to identify risks, address performance gaps, and drive initiatives that improve customer outcomes.Skilled in using CRM and business tools and applying data insights to guide decisions.Experience executing strategic initiatives such as retention programs, renewal campaigns, and continuous improvement projectsProactive, hands-on leader capable of fostering a positive, accountable, and solutions-oriented team culture.Degree in Business, Management, or a related field (or equivalent work experience) preferred.Able to work schedule: Sunday to Thursday - 2:00 PM - 11:00 PMHybrid work required in our Monterrey, MX office (3 days on-site)

WHO IS TELETRAC NAVMAN

Teletrac Navman's goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.

Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit   

Teletrac Navman is a Vontier company.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change.  We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities.  At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let's enable the way the world moves

#LI-LS1 #LI-Hybrid

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