Customer Success Manager

Wallenius Wilhelmsen; Santiago de Querétaro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Wallenius Wilhelmsen in Mexico is seeking an experienced Customer Success/Account Manager to lead day-to-day account handling, ensure service follow-up, and coordinate operational performance within the defined scope. You will act as the main operational contact for assigned customers during contract execution and drive improvements based on service data.

You will build relationships with customer stakeholders, deliver regular service reviews, and collaborate with internal teams to align service

Formación

• Bachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience.
• Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facing roles.
• Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution.

Responsabilidades

• Act as the main operational point of contact for assigned customers during the contract execution phase.
• Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication on service matters.
• Deliver service reviews and support performance discussions using structured operational insights and customer feedback.
• Analyze service performance and identify improvement opportunities within assigned accounts.
• Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders.
• Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating procedures.

Conocimientos

Customer success

Account management

Logistics operations

Analytical thinking

Communication

Educación

Bachelor’s degree in Business, Engineering, Supply Chain, or related field

Descripción del empleo

Manages customer success activities for assigned accounts with responsibility for service follow-up, customer communication, and operational performance within defined scope. Acts as the main operational contact for assigned customers during contract execution, drives follow-up on service issues and improvement actions, and supports structured service reviews. Helps maintain customer satisfaction and reliable service delivery through independent day-to-day account handling.Key Responsibilities:Act as the main operational point of contact for assigned customers during the contract execution phase •Build relationships with customer stakeholders at operational and tactical levels and maintain proactive communication onservice matters•Deliver service reviews and support performance discussions using structured operational insights and customer feedback •Analyze service performance and identify improvement opportunities within assigned accounts •Drive follow-up on SLA, KPI, and customer feedback deviations in coordination with internal stakeholders •Coordinate with business units to support contract implementation, service delivery alignment, and agreed operating •Manage operational exceptions and coordinate escalation resolution across functions •Provide structured input on performance risks, account health, and service improvement opportunities to relevant stakeholders •Support retention and renewal discussions by contributing customer success insights and delivery performance information forassigned accounts•Background & Core CompetenciesBachelor’s degree in Business, Engineering, Supply Chain, or related field, or equivalent experience •Typically 5–7 years’ experience in customer success, account management, logistics, operations, or related customer-facingroles•Advanced knowledge of logistics operations, service delivery, customer success processes, and contract execution •Strong analytical and problem-solving capability for structured and semi-complex issues •Ability to work independently and coordinate effectively across business units and support functions •Good communication and influencing skills with operational and tactical stakeholders •Structured approach to customer follow-up, service quality, and continuous improvementWho We AreAt Wallenius Wilhelmsen, you'll join a global leader in shipping and logistics with more than 9,000 colleagues across 28 countries. Together, we help move vehicles, equipment, and goods around the world through innovative and sustainable solutions. Our ambition is to lead the way in transforming shipping and logistics.Our success is built on our people. Rooted in a strong safety culture and guided by our values – We Care, We Challenge, We Commit – we create an environment where people can grow, contribute, and perform at their best. As a global company listed on the Oslo Stock Exchange, we offer international opportunities within a collaborative and values-driven culture.Our Commitment to Equal Opportunities and an Inclusive WorkplaceAt Wallenius Wilhelmsen, our people are fundamental to our success. We believe in the power of bringing people together and value the unique experiences, skills, and perspectives every individual brings. These differences strengthen our ability to support our customers, drive innovation, and succeed as a global organisation. By fostering an inclusive culture where everyone feels valued and empowered to contribute, we create better outcomes for our people, our customers, and our business.