Customer Experience Lead: Ownership & Retention

PosiTrace Inc.; Vancouver; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

International team

Growth opportunities

Job summary

PosiTrace Inc. is seeking a Customer Experience Specialist to manage a high-volume portfolio and ensure customer success. You will nurture relationships, drive retention, and partner with Account Management to align on opportunities for expansion across Canada and Mexico.

The role emphasizes ownership, proactive issue resolution, and structured, organized work to deliver consistent value and a strong long-term partnership with our customers.

Qualifications

• Experience in customer experience, success, or support roles.
• Ability to manage a diverse portfolio including customers in Mexico.
• Strong communication, organization, and problem-solving skills.

Responsibilities

• Own the customer relationship health and value realization.
• Collaborate with Account Management to drive retention and growth.
• Coordinate with internal teams to resolve issues quickly.
• Maintain documentation and follow-up across a high-volume portfolio.

Skills

Customer relationships

Problem solving

Cross-functional collaboration

Ownership

Job description

PosiTrace Inc. is seeking a Customer Experience Specialist to manage a high-volume portfolio and ensure customer success. You will nurture relationships, drive retention, and partner with Account Management to align on opportunities for expansion across Canada and Mexico.

The role emphasizes ownership, proactive issue resolution, and structured, organized work to deliver consistent value and a strong long-term partnership with our customers.