Customer Success Lead & Escalations Manager

UL Solutions External Career Site; México; On-site; MXN 360,000 - 540,000; Full time

Job summary

UL Solutions External Career Site in Mexico seeks a customer account professional to negotiate and resolve sensitive administrative issues for designated accounts. You will act as the escalation desk for complex inquiries and manage leads and opportunities within a CRM, classifying customers and recording data to support sales actions.

The role includes defining project scope, identifying cross-selling possibilities, setting payment terms, and overseeing ongoing customer service.

Responsibilities

• Negotiates the resolution of sensitive administrative or review issues for designated customer accounts.
• Acts as escalation desk for complex customer issues.
• Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc.
• and manages customer opportunities such as new sales, determining if lead should be pursued, etc.
• Determines the scope of project for the customer, including identifying related cross-selling items, determining any special needs, etc.
• Determines the payment terms and options for the customer.
• Manages ongoing customer service, including feedback to customer if there is a variance in Availability to Promise Date due to scheduling or resource limitations.
• Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.
• For quotes that are not booked, sends quotes to be tracked and scheduled for follow up.
• May manage the performance of direct reports by defining accountabilities, establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.
• May handle the following additional responsibilities: inbound and outbound sales calls with customers, with resulting leads and opportunities.
• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.
• Performs other duties as directed.

Job description

UL Solutions External Career Site in Mexico seeks a customer account professional to negotiate and resolve sensitive administrative issues for designated accounts. You will act as the escalation desk for complex inquiries and manage leads and opportunities within a CRM, classifying customers and recording data to support sales actions.

The role includes defining project scope, identifying cross-selling possibilities, setting payment terms, and overseeing ongoing customer service.