Customer Success Team Leader (Monterrey)

Responsibilities

• Drive increased Customer Experience (CX).
• Oversee all Customer Success Administrators' activity and compliance.
• Assist with process definition, implementation, and improvements to ensure the Customer Success Administration team meets contractual and customer expectations.
• Ensure company processes and procedures relating to Customer Success Administration are adhered to, proactively monitoring and reporting on compliance.
• Preparation of data for team daily management meetings.
• Account allocation tasks and dealer customer allocation.
• Churn and Order queue management.
• Establish short-term and mid-term plans and optimize resources to ensure that team objectives are consistently met.
• Collaborate cross-functionally to drive growth, retention, and CX.
• Maintain various CRM systems and KPI bowlers.
• Maintain a knowledge base of product and solution features/functionality of competitive products present.

Qualifications

• 3+ years experience in an administrator role.
• Strong English skills, both written and verbal.
• Prior experience using Sales Force (or similar CRM) and SAP.
• Intermediate-level Excel skills.
• Ability to work autonomously and display a high level of self-motivation, willingness to take ownership & be held accountable.
• Positive and enthusiastic approach and attitude, with Strong organisational and interpersonal skills.
• Customer relationship and conflict management skills.
• Passion for customer experience with experience in managing multiple stakeholders.
• Ability to operate both strategically and tactically.