CSM Representative (Customer Success Management Representative) Webfleet Mexico

at  Webfleet Solutions Sales BV

REQUIRED SKILLS

• Communication and Empathy: Excellent communication skills, both oral and written, with a strong ability to listen, understand and respond to customer needs in an empathetic and effective manner.
• Relationship Management: Ability to build and maintain long-term, trusting relationships with clients, positioning yourself as a trusted and proactive advisor.
• Service Vocation and Sense of Urgency: High customer orientation with a strong sense of urgency to solve problems quickly and efficiently.
• Balance between Service and Profitability: Ability to balance customer expectations with the company’s financial objectives, ensuring the profitability of the accounts.
• Strategic and Proactive Thinking: Ability to anticipate customer needs and propose actions to improve customer experience and satisfaction.
• Problem Solving: Ability to identify problems in an agile manner and develop effective, customer-oriented solutions.
• Time and Priority Management: Excellent skills in managing multiple accounts, priorities and deadlines, ensuring efficient and quality care.
• Data Management and CRM: Familiarity with CRM tools (Salesforce, HubSpot, etc.) and ability to record, analyze and use customer data for decision making.
• Negotiation Skills: Strong ability to handle difficult conversations with clients, maintaining a focus on mutually beneficial solutions.

REQUIRED KNOWLEDGE:

• Customer Management Experience: Minimum 5 years of experience in customer service, account management or Customer Success roles, preferably in the technology sector. Proven use of tools such as CRM, Salesforce, advanced Excel, Office, etc.
• Proficiency in Customer Management Tools: Advanced knowledge of CRM platforms, project management and data analysis tools for tracking and improving customer experience.
• Basic Financial Knowledge: Ability to understand and analyze the profitability of accounts, ensuring that the proposed solutions do not compromise the company’s financial objectives.
• English Language Proficiency: Medium level of English to interact with international peers and handle documentation and presentations in this language.

Through the CSM process contact customers understanding their business, objectives and needs; registering the information in the CRM Platform. Proactively manage customer accounts, identifying opportunities for improvement and proposing solutions that optimize their experience and value obtained from the products or services contracted. Monitor and record all customer-related activity in the appropriate management platforms, ensuring detailed tracking and up-to-date history of interactions. Act as the main point of contact for the resolution of customer problems, ensuring a quick and effective response to their needs. Implement proactive actions for continuous improvement in customer service, including constant updating of knowledge about their markets and specific challenges. Collaborate with other departments (Sales, Operations, Support) to ensure alignment in customer service and implementation of effective solutions. Analyze customer satisfaction metrics and develop strategies to improve retention and reduce churn rate. Ensure that the proposed solutions and service strategies maintain a balance between customer needs and the profitability of the accounts under management. Report to the Director of Operations on progress, problems and opportunities for improvement in customer service, with a focus on continuous improvement of processes and results.