Customer Success Representative

hace 1 semana

Monterrey, México Teletrac Navman A tiempo completo

Position Objectives
Customer Satisfaction
Resolve in time and form any request from the customer
DSO of the assign customers
Churn for service and satisfaction.

Customer Success & Quality
Consistently complies with Teletrac Navman Quality Standards.
Produces a high quantity of quality work.
Leadership
Contribute effectively to the leadership team working collaboratively with others
Recognise sources of conflict, such as cultural or functional and act to resolve them, balancing short-term and long-term benefits
Lead through FBS

Tactical Objectives
The tactical objectives are differentiated depending on the customer program experience.

**Daily operation**:
Address, document and solve incidents and administrative requirements in a timely manner
Receive and manage escalations

**Leader of CX (post sale)**:
Manage the execution of requirements with the entire help network (ACTION PLANS)
Manage the execution of actions to cover and exceed the customer needs detected.

**Facilitator of usability**:
Manage the execution of requirements with the entire help network (ACTION PLANS)
Manage the execution of actions to cover and exceed the customer needs detected.

**Relationship with customer**:
Periodic review meeting of the comprehensive service levels.
Generate and deliver score card.
Critical moments.
Cultivate the relationship on a personal level.

Bachelor’s degree or international equivalent required in related field.
Strong customer conflict management skills
Strong written and verbal communication skills with the ability to communicate effectively at all levels
High level of attention to detail
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills
Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders
Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful working relationships
Displays a sound business judgment and decision-making capability
Passionate customer experience orientation with extensive experience in managing multiple stakeholders
Patient and tolerant
Methodical and disciplined approach to problem solving
Demonstrated ability to operate both strategically and tactically
Ability to work within a fast-paced, change embracing corporate culture

Vontier is a global industrial technology company focused on smarter transportation and mobility. Our portfolio of five operating companies is united by a powerful purpose: mobilizing the future to create a better world. Our pioneering solutions advance safety, security, efficiency, and environmental compliance worldwide.

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