Junior Customer Success Manager

Company Description

TeamViewer is a leading global technology company that provides a cutting-edge platform to remotely access, control and support devices of any kind. Our software solutions empower our users and customers to bridge distances and digitalize their processes through seamless connectivity.

Our team is committed to quality and passionately leading the way in the fields of Augmented Reality, Internet of Things and Artificial Intelligence. With over 1.400 employees from more than 80 nationalities in 20+ locations worldwide, we are one global family. We believe that bringing together people from different backgrounds and experiences leads to better, more innovative solutions. One of the keys to our success is our culture, which enables employees to learn, grow, and contribute in meaningful ways.

You are courageous and want to make an impact? Then join our winning team and help us creating a world that works better.

**Job Description**:
TeamViewer is looking for a Junior Customer Success Manager (CSM) to join our team in Latin America. You will act as a functional expert of the TeamViewer AR product portfolio by assisting the Customer Success team in managing client relationships and ensuring customer satisfaction. This position plays a critical role in the region, supporting operations during nighttime hours. You will work diligently to ensure the smooth functioning of essential tasks and services, providing quality support to customers, clients, or internal teams.

Here are some common tasks you might find in a Junior CSM's job description:

- Product Knowledge: Develop a deep understanding of the company's products or services to effectively assist customers with any questions or concerns they may have.
- Customer Support: Provide support to customers during nighttime hours by addressing inquiries, troubleshooting issues, and offering solutions to ensure a positive customer experience.
- Troubleshooting: Identify and troubleshoot technical or operational problems, taking appropriate corrective measures or escalating issues to the relevant departments.
- Customer Feedback: Collect and relay customer feedback to internal teams to help improve products, services, and overall customer experience.
- Customer Advocacy: Act as an advocate for customers within the company, ensuring their needs and concerns are heard and addressed.
- Customer Success Strategy: Collaborate with the Customer Success team to develop and implement customer success strategies.
- Maintain Operations: Ensure that all essential operations and tasks are performed efficiently and accurately during the night shift, adhering to company standards and guidelines.
- Monitor and Respond: Continuously monitor systems, equipment, or processes to identify and promptly respond to any issues or emergencies that may arise during the night.
- Collaborate with Day Shift Team: Communicate effectively with day shift teams, providing updates on night shift activities, ongoing issues, and any important information for a seamless transition between shifts.
- Record Keeping and Reporting: Maintain accurate records of activities, incidents, and any actions taken during the night shift, ensuring proper documentation for future reference.
- Customer Training: Conduct training sessions for customers, if needed, to help them fully utilize the features and functionalities of the product/service.
- Adherence to Policies: Follow company policies, procedures, and regulations, ensuring compliance with all applicable standards.

As a Junior CSM, you will likely work closely with more experienced members of the team to learn and grow in your role while contributing to the overall success of the Customer Success department. Over time, you may have opportunities to take on more significant responsibilities and advance within the organization

**Qualifications**:

- Experience working in close customer collaboration, and the ability to effectively communicate at all levels
- Experience advocating for customers and the ability to foster and cultivate relationships with them
- English Proficiency
- Night Shift Availability: Ability and willingness to work during nighttime hours, including weekends and holidays as needed.
- Communication Skills: Excellent verbal and written communication skills to interact effectively with colleagues, customers, or clients.
- Problem-Solving Abilities: Strong analytical and problem-solving skills to identify issues and implement effective solutions during night shift operations.
- Time Management: Demonstrated ability to manage time efficiently and prioritize tasks during night shift hours.
- Flexibility: Adaptability to changing work schedules and responsibilities as required for night shift positions.

Ability to travel around 30% of the time to customers or TeamViewer office locations.

Additional Information
- Work location -** (Remote, Anywhere in Mexico)**:

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