Customer Success Associate

GlobalLogic; Región Centro; Presencial; MXN 350.000 - 520.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Major medical insurance

Life insurance

Descripción de la vacante

GlobalLogic is seeking a customer-focused professional to collaborate with a diverse team in an open, laidback environment and contribute to digital transformation projects for clients across industries.

Ideal candidates bring strong CRM skills (Salesforce, Gainsight), expertise with Office 365, and exceptional organizational, multitasking, and communication abilities. Advanced English is mandatory, with a focus on delivering business and technical solutions across executive levels.

Formación

• Knowledge of CRM systems (Salesforce.com, Gainsight)
• Proficiency with Office 365 tools
• Strong organizational and time management skills including multi-tasking across customers
• Ability to prioritize tasks and adapt to customer needs
• Ability to engage with C-level executives and incorporate feedback from all levels
• Ability to understand high-level technical aspects and provide business/technical solutions
• Excellent problem-solving skills and professional demeanor in challenging situations
• Ability to work cross-functionally to align key functions
• Superior communications skills (presentation, written, verbal) at all organizational levels
• Advanced English skills (mandatory)

Responsabilidades

• Monitor metrics to accelerate product adoption and identify growth opportunities
• Review customer analytics (trends, renewals, usage, NPS)
• Identify add-on and cross-sell opportunities and coordinate follow-up
• Escalate customer needs cross-departmentally for key accounts
• Relay voice of the customer to upper management and drive program improvements
• Identify customer advocates for case studies and references
• Create scalable programs to drive customer outcomes at scale
• Perform other duties as assigned
• Major medical and life insurance coverage

Conocimientos

Salesforce CRM

Gainsight CRM

Office 365

Time management

Multi-tasking

Executive communication

Technical understanding

Problem solving

Cross-functional collaboration

Advanced English

Descripción del empleo

Expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment and be part of the forefront of digital transformation!

We offer an opportunity to participate in creating market-defining products using the latest technologies with clients across all industries and sectors. GlobalLogic prioritizes work-life balance, which is why we offer flexible opportunities and options.

Requirements

• Knowledgeable with CRM systems, preferably SalesForce.com and Gainsight
• Proficiency with O365 tools
• Excellent organizational and time management skills including the ability to prioritize and multi-task activities across many customers at once.
• Task oriented with the ability to prioritize and shift focus based on customer needs.
• Ability to engage with C level executives and ability to take feedback from all levels.
• Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of
• solution, and identification of technical escalation points.
• Excellent problem-solving skills and ability to navigate challenging situations in a professional manner.
• Ability to work cross-functionally to bring key functional areas together in order to solve customer requirements.
• Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including executive level.
• Advanced English skills (mandatory)

Job responsibilities

• Monitor metrics to accelerate product adoption, influence collaboration and identify opportunities for growth.
• Review customer analytics, including but not limited to: customer trends, on-time renewals, monthly active usage, and NPS.
• Identify add-on and cross sell opportunities within an account and pass to assigned sales representative for follow up.
• Escalating customer needs/issues cross-departmentally and appropriately for key accounts.
• Communicate “voice of the customer” feedback to upper management and help drive strategic initiatives and program improvement.
• Identify key customer advocates that can act as a marketing channel through case studies, speaking opportunities, references, etc.
• Identify opportunities to implement scalable programs which will efficiently and effectively drive customer outcomes at scale.
• Other duties as assigned and required
• Major medical insurance & life insurance