Customer Excellence Specialist (3260139)

Ocasa Life Sciences is looking for an Executive Customer Success to join our team in Mexico City. This role will be responsible for building strong relationships with clinical research sites, CROs, sponsors, monitors, and internal teams to ensure excellent customer experience throughout the clinical logistics process.

The ideal candidate is proactive, organized, customer-focused, and able to identify opportunities for improvement while supporting operational excellence.

Key Responsibilities

• Serve as the main point of contact for clinical research sites, CROs, sponsors, monitors, and internal teams.
• Follow up with different stakeholders across the supply chain to ensure service quality and customer satisfaction.
• Monitor and elevate issues to ensure timely resolution and compliance with response times.
• Identify areas for improvement and communicate insights internally.
• Support the onboarding, training, and re-training of strategic research sites.
• Collect and organize customer feedback and transform it into useful improvement actions.
• Coordinate with internal teams to improve the experience of research sites and clients.
• Promote and support the use of company tools and platforms.
• Visit strategic sites to understand needs, identify improvement opportunities, and strengthen relationships.
• Prepare reports and monitor metrics related to site operations and customer experience.
• Proactively detect potential issues and help solve them before they impact service.

Requirements

• Bachelor’s degree in business administration, Logistics, Supply Chain, Life Sciences, Healthcare Administration, or related field.
• 3+ years of experience in Customer Success, Client Services, Account Management, Clinical Operations, Logistics, or a related role.
• Experience in clinical trials, pharmaceutical, CRO, healthcare, or logistics industry preferred.
• Strong communication and relationship-building skills.
• Ability to manage multiple stakeholders and priorities.
• Strong problem-solving skills and customer service mindset.
• Experience preparing reports, tracking metrics, and identifying process improvements.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Advanced English required.
• Fluent Spanish required.
• Availability to travel when needed.

Skills

• Customer-focused and service-oriented
• Clear and empathetic communication
• Proactive and organized
• Strong follow-up skills
• Analytical mindset
• Team collaboration
• Attention to detail
• Ability to work under pressure

About Ocasa Life Sciences

Ocasa Life Sciences specializes in logistics solutions for clinical trials and healthcare industry. We support clients, sponsors, CROs, and research sites by providing reliable and high-quality logistics services for critical healthcare operations.