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Customer Success Specialist
hace 2 semanas
We are looking for a **Customer Success Specialist** to help us deliver exceptional service and build lasting relationships with our customers.
If you're passionate about helping others, thrive in a fast-paced environment, and enjoy problem-solving, we’d love to hear from you. This is your opportunity to join a collaborative, people-first company where your work makes a real impact.
**Responsibilities**
- Manage existing PosiTrace customer accounts, acting as a brand ambassador for PosiTrace.
- Proactively conduct periodic account check-ins to ensure all users and stakeholders are properly trained.
- Continuously assess and discover new ways to improve client operations efficiently, leveraging PosiTrace’s full capabilities and solutions.
- Ensure customers use the system to its fullest potential and receive maximum value from it.
- Provide detailed information on accounts, billing, contracts, etc.
**For new PosiTrace users**:
- Prepare training materials such as custom training videos and step-by-step guides.
- Generate account access, create accounts, and provide detailed account information.
- Ensure customers can navigate the platform with ease.
- Assist customers in implementing new units by coordinating with the operations team to expedite proper installation of devices and accessories—ideally within 15 days of delivery.
- Ensure proper installation, platform configuration, subscription, and device functionality.
- Guarantee visibility, functionality, and data history are available to the client post-installation.
- Act as the main point of contact for day-to-day customer inquiries—serving as a liaison between the customer and technical support, operations, and finance.
- Identify potential issues before they escalate and address them efficiently.
- Act as a Project Manager and take ownership of issue resolution, keeping the client informed of the work plan, next steps, ETAs, and setting appropriate expectations to ensure customer satisfaction.
- Gather and document client feedback and direct it to the Product team for consideration.
- Generate and drive the referral program.
- Encourage positive feedback via platforms like Google reviews, testimonials, and customer participation in promotional videos.
- Invite customers to participate in interviews with the Marketing and Product teams.
- Demonstrate a positive attitude and a “consider it done” culture.
- Upsell and cross-sell products and services.
- Increase Monthly Recurring Revenue (MRR).
- Reduce customer churn.
**Requirements**:
- Proven experience in customer service or as a customer service representative.
- Strong phone contact handling and active listening skills.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different personality types.
- Excellent communication and presentation skills.
- Ability to multitask, prioritize, and manage time effectively.
- Technical diploma or business degree.
- **Fluent in spoken and written English**
At **PosiTrace**, we value diversity and always treat everyone based on merit, qualifications, competence, and talent. We strive to ensure an inclusive and safe environment.
**Job Type**: Full-time
**Salary**: From $24,000.00 MXN per month
**Benefits**:
- Benefits by law
- Referral program
**Schedule**:
- Monday to Friday
- 8-hour shifts
**Experience**:
- Customer Service: 2 years (required)
- Sales: 2 years (required)
**Work Location**: 44140, Obrera Centro, Jalisco
