Customer Success Account Manager

hace 2 semanas


Mexico City Tokeet A tiempo completo
Customer Success Account Manager - Fluent in English & Spanish

Company Description:Tokeet provides SaaS software and support for our customers. This burgeoning industry is sometimes called Property Management Software (PMS), and it is all about managing the tasks necessary to coordinate bookings on multiple web sites, communicate with guests and work staff, using AI to set prices, and handle virtual paperwork like contracts and invoicing.
Role Description:We are looking for an Account Manager with experience in property management who will play a crucial role in fostering strong and enduring relationships with our clients. Your primary responsibility will be to nurture and grow existing client accounts by understanding their needs, providing exceptional service, and identifying opportunities for upselling or cross-selling. This role requires a combination of strategic thinking, excellent communication skills, and a proactive approach to ensure client satisfaction and long-term success.
Responsibilities:
  • Serve as a point of contact for customers, building and maintaining strong relationships, through daily interaction.
  • Onboard new customers, ensuring a smooth, intuitive transition and thorough understanding of our platform.
  • Manage customer accounts, addressing and solving urgent inquiries raised by customers in a timely manner.
  • Proactively identify opportunities to enhance customer satisfaction and retention.
  • Collaborate with cross-functional teams to ensure customers are receiving the best experience.
  • Conducting training sessions with clients to maximize  product utilization
  • Competition monitoring - researching news, actions, promotions… Raising awareness if needed 
  • Learning activities - stay updated on product features and updates to effectively communicate and educate clients
  • Gather client feedback on product improvements and communicate this to PM team
  • Handling churn requests -  preventing client churn by addressing dissatisfaction, promoting and delivering additional benefits
  • Provide clear and effective communication in both English and Spanish.

Requirements:
  • 2-3+ years of experience in property management.
  • Fluency in both Spanish and English (written and verbal).
  • Experience in account management or a customer-facing role, preferably in SaaS.
  • Strong organizational and multitasking abilities.
  • Ability to work independently and in a team-oriented environment.
  • Excellent communication and interpersonal skills.
  • Problem-solving mindset and customer-first approach.
  • Experience with CRM tools is a plus.

Benefits:
  • Competitive salary.
  • Flexible working hours and remote work opportunities.
  • A dynamic and supportive company culture.
  • Opportunities for career growth and development.


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