Senior Engagement Manager - Customer Experience

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.
Support cross‑selling and upselling initiatives in partnership with sales teams.
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.
• 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.
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.
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.
Bachelor's degree or equivalent experience.

• Commercial Operations).
• Experience with Microsoft office tools including Excel, MSTR, PowerPoint, and Word.
• Experience crafting and delivering presentations as well as facilitating meetings with Senior Leadership.

sales teams, supply chain, logistics) as they relate to customer support.
order management, special pricing) and trains team members.
supply chain, customer service, procurement, financial management).
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.
Developing knowledge of local legal compliance issues.
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.
Build and maintain client relationships, providing account management.
Lead project planning and execution, ensuring 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.
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.
Full‑time contract
Hybrid work
Health insurance
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.
Conduct retraining sessions and provide ongoing support to drive adoption and usage.
Customer Support & Experience
Provide thoughtful, patient, and solution‑oriented support.
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.
Identify opportunities to improve onboarding processes and customer experience.
Exceptional communication skills (English required).
Training & facilitation mindset.
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.
Opportunity to make a meaningful impact on the lives of older adults.
A role that combines people skills, training, and technology.
MXN 25,000 gross per month before taxes.
Major Medical Expense Insurance: Minor Medical Insurance: VRIM membership with special discounts on doctor's appointments and accident reimbursements.
Dental Insurance: Floating Holidays: 3 floating holidays in addition to the 7 official holidays in Mexico.
Hybrid Scheme: Enjoy the best of both worlds, remote and in‑office work.