Customer Engagement Manager 3 (San Pedro Tlaquepaque)

Customer Engagement Manager (CEM)

We are seeking a Customer Engagement Manager (CEM) to manage and grow strategic client relationships across railroad, transportation, logistics, and supply‑chain customers.

Responsibilities

• Build and manage strong relationships with enterprise clients, acting as a trusted advisor.
• Drive account growth by identifying expansion opportunities within existing engagements.
• Collaborate with delivery teams to ensure successful implementation and customer outcomes.
• Support cross‑selling and upselling initiatives in partnership with sales teams.
• Monitor account health, manage risks, and proactively resolve escalations.
• Conduct regular business reviews and align solutions with customer objectives.

Qualifications required

• 3–6 years of experience in customer engagement, account management, consulting, or client success roles.
• Prior experience working in a client‑facing role within a consulting or technology services environment.
• Strong expertise in stakeholder management, account growth, and customer relationship management.
• Hands‑on experience with Microsoft technologies such as Azure, Microsoft Cloud, or enterprise solutions.
• Advanced communication and presentation skills with the ability to influence stakeholders.
• Proven ability to manage multiple stakeholders and drive customer satisfaction and retention.

Preferred Qualifications

• Experience with transportation, logistics, or supply‑chain management domains.
• Exposure to Microsoft cloud platforms, enterprise applications, or digital transformation initiatives.
• Familiarity with consulting delivery models and account expansion strategies.
• Experience in a fast‑paced, client‑facing consulting or technology services environment.

Customer Engagement and Strategy Analyst

As a Customer Engagement and Strategy Analyst in Guadalajara, you will provide project support across various platforms and operations, focusing on effective use of tools to improve performance.

Accountabilities

• Provide relevant communications and platform insights to customer‑facing teams, field leadership, and brand teams.
• Ensure our sales force and leaders have the transparency, understanding, and tools necessary to exceed business objectives.
• Conduct training initiatives, create engaging job aids, and deliver clear communications with new hires and relevant customer‑facing teams.
• Lead the management of all Customer Engagement related field inquiries and act as the primary contact for Coach and CoachMe platforms.

Essential Skills / Experience

• Bachelor's degree or equivalent experience.
• 3+ years of business experience (Pharmaceutical experience: Commercial Operations).
• Proven experience in leadership, communication, and interpersonal skills.
• Curiosity about developing business insight.
• Experience with Microsoft office tools including Excel, MSTR, PowerPoint, and Word.
• Experience crafting and delivering presentations as well as facilitating meetings with Senior Leadership.

Desirable Skills / Experience

• Understanding of the current business climate and a demonstrated ability to grasp new business challenges.

Corporate Enterprise Customer Engagement Mgmt

Responsibilities

• Act as first point of contact for regular, on‑going customer accounts and some "top‑tier" customers, on daily operational matters.
• Resolve operational issues that may arise from the end‑to‑end sales process (e.g., order status, returns, deliveries, invoicing, etc.).
• Engage with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
• Acts as a point of contact for a specialized topic (e.g., order management, special pricing) and trains team members.
• Contributes to efforts to optimize current processes, often collaborating with other groups within HP to improve day‑to‑day activities.

Education and Experience Required

• First level university degree or equivalent experience.
• Typically 2–4 years of related experience (e.g., supply chain, customer service, procurement, financial management).

Knowledge and Skills

• Intermediate communication skills with ability to convey medium‑impact messages clearly (verbal, written and presentation) to internal and external peers and management.
• Mastery in English and local language as well as other languages as required.
• Intermediate understanding of moderately complex internal operational issues.
• Developed problem‑solving and analytical skills.
• Broad knowledge of the end‑to‑end process of sales operations.
• Developing knowledge of local legal compliance issues.
• Demonstrated teamwork and collaboration skills.

Senior Engagement Manager – Volteo Digital

Senior Engagement Manager is a full‑time role with a hybrid working model. You will be responsible for the day‑to‑day management of customer engagements and team management, building client relationships, providing account management, leading project planning and execution, and ensuring high‑quality deliverables.

Key Responsibilities

• Build and maintain client relationships, providing account management.
• Lead project planning and execution, ensuring effective and efficient delivery.
• Coordinate with C‑level executives and cross‑functional teams to ensure effective and efficient delivery.
• Oversee client engagements, manage project timelines and budgets, develop project plans, collaborate with cross‑functional teams, create project reports, and coordinate with stakeholders.
• Establish, maintain, and deliver on‑site and remote management of a customer's implementation from Pre‑Sales through to customer handover and acceptance using ServiceNow Implementation Methodology.
• Maintain top‑level customer satisfaction and handle any issues arising, escalating as appropriate.
• Provide status reporting to all stakeholders.

Qualifications & Skills

• At least 6 years of experience in customer‑facing roles involving management and delivery of PaaS solutions.
• Experience in the IT industry, with a software implementation, consulting, or project management background.
• Experience with ServiceNow implementations is a plus.
• Experience managing multiple projects at the same time in various countries.
• A bachelor's degree in a relevant technical field or equivalent work experience is required.
• Certification in ScrumMaster, PMP, and ITIL V4 is required.
• Excellent communication and consulting skills, including problem‑solving and conflict resolution.

Benefits

• Full‑time contract
• Hybrid work
• Health insurance
• Generous Paid Time Off
• Competitive compensation
• Career growth

Customer Onboarding & Engagement Specialist

We are seeking a Customer Onboarding & Engagement Specialist who will play a key role in ensuring that new partners successfully adopt and engage with the platform.

Key Responsibilities

• Lead virtual onboarding sessions, guiding new partners through platform setup and usage.
• Deliver engaging, easy‑to‑follow training tailored to different learning styles and comfort levels.
• Ensure customers feel confident and supported when adopting new technology.
• Develop and continuously improve training materials, guides, and processes.
• Proactively reach out to partners who are not actively using the platform.
• Re‑engage customers by understanding their needs and demonstrating the value of the product.
• Conduct retraining sessions and provide ongoing support to drive adoption and usage.
• Build strong, trust‑based relationships with customers through consistent communication.

Customer Support & Experience

• Act as a primary point of contact for customer questions and challenges.
• Provide thoughtful, patient, and solution‑oriented support.
• Handle sensitive or frustrated customers with empathy and professionalism.
• Ensure a positive and impactful customer experience at every interaction.

Operations & Process Management

• Maintain accurate records of customer interactions using CRM tools.
• Track onboarding progress, engagement metrics, and usage data.
• Prioritize tasks effectively and manage multiple accounts and schedules.
• Identify opportunities to improve onboarding processes and customer experience.

Requirements – Core Competencies

• Exceptional communication skills (English required).
• High empathy and emotional intelligence.
• Training & facilitation mindset.
• Customer‑first approach.
• Relationship‑building skills.
• Strong organization and attention to detail.

Preferred Qualifications

• Experience in customer onboarding, customer success, training, or client‑facing roles.
• Background in SaaS, technology, or digital platforms.
• Experience working with CRM tools (e.g., HubSpot, Salesforce).
• Exposure to senior living, healthcare, or service‑oriented environments.
• Experience in fast‑paced or startup environments.

What Makes This Role Unique

• Opportunity to make a meaningful impact on the lives of older adults.
• A role that combines people skills, training, and technology.
• Exposure to a growing and innovative industry.
• Collaborative and mission‑driven work environment.

Benefits

• Monthly salary: MXN 25,000 gross per month before taxes.
• Christmas Bonus: 30 days, to be paid in December.
• Major Medical Expense Insurance: Coverage up to $20,000,****** MXN.
• Minor Medical Insurance: VRIM membership with special discounts on doctor's appointments and accident reimbursements.
• Dental Insurance: Always smile with confidence.
• Life Insurance: (Death and MXN Disability)
• Vacation Days: 12 vacation days in accordance with Federal Labor Law, with prior approval from your manager.
• Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
• Cell Phone Reimbursement & Transportation Subsidy.
• Hybrid Scheme: Enjoy the best of both worlds, remote and in‑office work.
• Multicultural Exposure: Work with operations within Mexico and United States.
• MezTal Internal Events: Strike a healthy balance between your professional and personal goals.
• Exclusive Discounts: Benefits with different companies for being part of MezTal.
• Academic Agreements: Access to national universities and language schools.